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How to create "Next Business Day" for Response SLO

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Dear All,

 

refering to previous thread

 

http://h30499.www3.hp.com/t5/HP-Service-Manager-Service/How-to-create-quot-Next-Business-Day-quot-for-Response-SLO/m-p/5230031

 

 

Problem
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When I went to Response SLO and select Duration Type > Calculation > Time Conditions, we only saw "End of Business Day" and "End of Business Week" available in Time Conditions.But we need "Next Business Day", I am trying to create a new Response SLO "Next Business Day".

Question
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May I know how to add the new time condition "Next Business Day"? .

 

 

Im not able to open the solution link given because its in the old forum thread.

 

Please assist.

 

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When you configure the "end of Business Day" target, you are prompted to enter a interval which defines at what point during the current business day that a new ticket logged for that SLO should instead have until the next buisness day:

 

E.g. If you have an 8 hour business day (let's say 09:00 to 17:00), and the you set the interval to 4 hours, if the caller's ticket is logged at 11:00, the SLO will calculate to the End of the current business day. BUT if the caller's ticket is logged less than 4 hours before the end of the current business day, the SLO target will be the end of the following business day.

 

If you always want the SLO to be for the next business day, and have an 8 hour scheduled business day, just set the interval to 8 hours. 

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When you configure the "end of Business Day" target, you are prompted to enter a interval which defines at what point during the current business day that a new ticket logged for that SLO should instead have until the next buisness day:

 

E.g. If you have an 8 hour business day (let's say 09:00 to 17:00), and the you set the interval to 4 hours, if the caller's ticket is logged at 11:00, the SLO will calculate to the End of the current business day. BUT if the caller's ticket is logged less than 4 hours before the end of the current business day, the SLO target will be the end of the following business day.

 

If you always want the SLO to be for the next business day, and have an 8 hour scheduled business day, just set the interval to 8 hours. 

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I am not sure what the solution exists in other threads, but here is the way you can achieve it,

 

1.   create a new field in probsummary or incidents table on type date/time

 

2.   While creating new incident try to find the difference between Tomorrow's business hour end time and current time.

      Again you need to take care of "Work schedule records"(Table name : caldutyhours)

     

      Ex : When you create a new incident today at 13:00 hours and Work schedule hour ends at 16:00 hours then the calculation should be,

 

             (16:00 - 13:00) + "Total hours per work day)

 

3.   Store the above calculation value into new field created in step 1.

 

4.   While defining your response SLA, in "Response time tab" choose,

 

      Duration type               :             Duration in Record

      Duration field name      :              new field name

 

Points appreciated...

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Thanks for your advise.

 

Will try it out.

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Hi Experts,

 

Sorry to start this old thread again.

 

May I know where to add the new time condition "Next Business Day"?

The answer is in this forum: http://forums11.itrc.hp.com/service/forums/questionanswer.do?threadId=1155684

But can't access the forum.

Please help, it's urgent!

 

Thanks,

Sanjeev

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