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Deadline Calculation

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Harini.G
Honored Contributor.

Deadline Calculation

Hi,

Working on SD4.5 SP4.

We have set the priority duration for P4 as 24 hrs with Impact as Low.

But when we select the same in a Service Call, the deadline is calculated with 48 hrs and not 24 hrs.

Pls do let me know what might have gone wrong.

Regards
Harini G
4 REPLIES
Vasily Kamenev
Acclaimed Contributor.

Re: Deadline Calculation

Dealline calculated base on SL, open SL (by SLA or default) and look what relate to "Low".

Vasily
Ruth Porter
Acclaimed Contributor.

Re: Deadline Calculation

Hi there,

What support hours do ypu have in the service level that is being used for the service call?

Regards, Ruth
http://www.teamultra.net
Harini.G
Honored Contributor.

Re: Deadline Calculation

Hi Vasily / Ruth,

Thanks for your reply.

Pls find attachedn, the screenshots of the SL and an example call for your reference.

Do pls help...

Rgds
Harini G
Gerry Allardice
Outstanding Contributor.

Re: Deadline Calculation

The priority duration setting is a set number of business hours. This is then applied to the Business Hours setting for the SLA that is used. The business hours you have are 9.00am to 9.00pm ie 12hours. So your 24 hours in priority duration is actually 2 * 12 hour business days. So if you are looking for 1 business day priority duration should be set to 12 hours.

Regards
Gerry