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Target Resolution date

S

sursunny76

New Member
Hi all,

I need help to get the target resolution date, based on the priority and SLA. It should consider the holidays, saturday and sunday and working hours are 7 AM to 7 PM..

The SLAs are P1 = 4 hours, P2 = 8 hours, P3 = 32 business hours and P4 = 112 business hours

Thanks in advance.
Sunil
 
Hi ,

What is the meaning of consider Saturdays , Sundays and holidays ? Does this mean that only weekdays are to be used to calculate the target dates ?

Where is the list of holidays ?

Since there are only 5 data items , can you manually work out the target dates , so that any formula that is developed can be verified ?

Narayan
 
Hi Narayan,

"Consider Saturdays, Sundays and holidays" means, these days are to be eliminated while calculating the number of days considering only week days.

Enclosed herewith the updated sheet along with list of holidays and the updated criteria.

Thanks
Sunil
 

Attachments

  • Book2.xlsx
    11.2 KB · Views: 8
Hi Sunil ,

P1 tickets are easy because the working time is 24/7 , and the duration is 4 hours ; so whatever be the start time , all that has to be done is to add 4 hours to the start time to arrive at the end time.

For P2 and other tickets , the logic is more complicated.

Can you explain how you arrived at the end times for these 3 tickets ?

Narayan
 
Hi Narayan,

In the example, for P2 tickets the SLA is 8 hours. The ticket is received at 6 PM. Hence there are 2 hours on the same day and remaining 6 hours will be taken from the next day. Same will be applicable for the other priorities. But as the SLA is more we need to consider the holidays and weekends too for calculation of the target date.
 
Hi Sunil ,

If the working hours for P2 , P3 and P4 tickets are 7 AM through 7 PM , then a ticket received at 6 PM on any day , should be fulfilled on or before 2 PM on the next day.

The time from 6 PM ( ticket received ) till 7 PM ( end of working hours on that day ) is 1 hour.

The remaining 7 hours will spill over to the next day , and starting from 7 AM , 7 hours means the target time is 2 PM on the next day.

How have you arrived at 9 AM on the next day ?

Narayan
 
Hi ,

Sorry , but I noticed this just now.

You say 32 business hours is 4 days , but each business day is from 7 AM to 7 PM , which is 12 hours.

Can you clarify ?

Narayan
 
Hi Narayan,

I am extremely sorry for the late reply. I was on vacation due to Ugadi and went to my native place. Please consider only business hours. But not the 7 AM to 7 PM business
 
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