The resolve by KPI is setting as per a custom date-time field whose value will set by when the email is converted to case.
In SLA , the holiday list and business hours are configured as 9 am-5 pm. (8 hours)
The failure condition is set as per working hours for ex if 10 working days= 80 hours.
Now , the problem is whenever the SLA is triggered ,Resolve by time is populated outside business hours i.e. 10:22 PM.
Hi,
can you share the setting of SLA as picture?
Hi priyanka,
You could refer to this user guide to know how to add a timer in forms to track time against enhanced SLAs.
Through the timer we can track the time of the SLA.
The timer control initially displays a count-down timer to show the time remaining to complete the KPI.
The timer control is designed to visually show the current state or show the remaining or elapsed time relative to the date and time specified in the Failure Time field of the SLA KPI instance. It doesn’t calculate or keep track of the time for which the Pause condition is true.
Hope this helps.
Best Regards,
Lu Hao
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