Calendars for service level agreements

When you create service level agreements, you can use two different types of calendars: an applies to calendar or a calculation calendar. The applies to calendar specifies the business hours for a particular shift for an organization. The calculation calendar sets the target contact, start date, and finish date on a record.

If you leave the values for both calendars blank, time or shifts are not used as record matching criteria. When a service level agreement is applied to a record, the commitment values from the service level agreement are added to the reported date value and are used to populate the target dates on the ticket or work order.

The applies to calendar is used when service level agreements are applied to tickets and work orders.

Applies to calendar

The following rules apply when you use an applies to calendar:
  • You can specify the calendar and shift to use on the tickets and work orders to which the service level agreement is applied. The organization value in the applies to calendar is matched to the organization value in the ticket or work order to which the service level agreement is applied. If the two organization values are the same, the associated calendar and shift are applied.
  • If you do not specify values in the applies to calendar fields, the service level agreement does not restrict business hours to a certain time or shift.
  • When you use the Apply SLA action for a ticket or work order, the reported date on the record is compared to the combination of calendar and shift attributes within service level agreements. Service level agreements that can be applied to the record must meet one of the following criteria:
    • Have a reported date that occurs within the service level agreement's calendar and shift availability
    • Have an undefined calendar and shift

Example of applies to calendar

For example, you have a record with a reported date of Tuesday at 8:00 PM, and the service desk hours specified in the applies to calendar table of a service level agreement are Monday through Friday, 9:00 AM to 5:00 PM. This service level agreement is not applicable to the record because the reported date does not occur within the hours specified in the applies to calendar. However, if the reported date of a record is at 4:50 PM, and you use the Apply SLA action at 5:10 PM, the service level agreement can still be applied.

Calculation calendar

You use the calculation calendar to calculate the target contact date, start date, and finish date on a ticket or work order to which the service level agreement is applied. After the SQL conditions and applies to calendar values are used to match service level agreements with records, the values for organization, calendar, and shift are used to set the times on the target records. If these fields are blank, the values from the applies to calendar are used to set the target contact date, start date, and finish date.

Examples using both calendars

You create a service level agreement with the values in the applies to calendar and calculation calendar set to Monday through Friday, 9:00 AM to 5:00 PM. The service level agreement response commitment is set to four hours, and the resolution commitment is set to 24 hours. When you use the Apply SLA action against a ticket with a reported date of 4:00 PM on Friday, the service level agreement is applied and the target start date is set to noon on Monday and the finish date is set to 4:00 PM on Wednesday.

You create a service level agreement with the values in the applies to calendar set to 24 hours a day, seven days a week. You set the values in the calculation calendar to Monday through Friday, 8:00 AM to 8:00 PM. The service level agreement response commitment is set to three hours, and the resolution commitment is set to 8 hours. When you use the Apply SLA action against a ticket with a reported date of 9:00 PM on Tuesday, the service level agreement is applied and the target start date is set to 11:00 AM on Wednesday and the finish date is set to 4:00 PM on Wednesday.



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