Service Desk Practitioners Forum

Wrong SLA

Senior Member

Wrong SLA


System handle is Service Desk 4.5 on windows platform.

We have defined 1 hr for P4 Priority under service call codes.

SAL for Service has been defined by default with Gold SAL (24*7).

For service calls raised on Saturdays and Sundays after 12 AM, deadlien is getting set incorrectly.
E.G. Service Call registered on 1st dec, 2007 at 1:20 AM , deadlien should be set to 1st dec, 2007 at 2:20 AM as per teh priority duration defined.

But its gettign set to 3rd Dec, 2007 1:20 AM.

Please do let me know what is goign wrong.

I have attched herewith priority duration setting and related information.

Senior Member

Re: Wrong SLA


Request please reply on this mail on an urgent basis.


Ruth Porter
Honored Contributor

Re: Wrong SLA

Hi there,

Your 24x7 SLA support hours run from Monday 00:00 to saturday 00:00 - this will exclude Sat and Sunday from the calculations which is exactly what is happening.

Try Monday 00:00 to monday 00:00 and if that does not work try:
Monday 00:00 to Sunday 00:00
Sunday 00:00 to monday 00:00

Hope this helps, Ruth

Re: Wrong SLA

You can set the whole day scheduled by 12:00 AM to 12:00 AM.

I applied the same thing for my environment (24*7)
//Add this to "OnDomLoad" event