About CalendarsAbout CalendarsThere are two types of calendars on a service level agreement (SLA) in the Service Level Agreements (SP) application. Neither calendar is required. If you do not fill in calendar information, the calendar is not considered when the SLA is applied to another record or calculating work dates.
If you do use calendars, the SLA can be applied and target work dates can be calculated based on calendar information.
The Applies To calendar fields specify the organization, calendar, and shift for records to which you intend to apply the SLA. If you add values in these fields, the values are used as part of the matching logic when SLAs are selected for tickets and work orders.
The Calculation calendar fields specify the organization, calendar, and shift to be used when the target contact, start, and/or finish dates on the ticket or work order are calculated. The commitment values on the SLA are added to the ticket or work order reported date. The target work dates on the ticket or work order are populated with the calculated value. If these fields are empty, the values from the Applies To calendar are used to set the target work dates.
Example
In SLA S1029, both the Applies To and Calculation calendars are set to Monday through Friday, 9:00 AM to 5:00 PM. The response commitment is four hours. The resolution commitment is 24 hours.
The SLA is applied to a ticket with a reported date of 4:00 PM on Friday. The target start date is set to 12:00 PM on Monday and the finish date is set to 4:00 PM on Wednesday.
Example
In SLA S1030, the Applies To calendar is set to 24 hours a day, seven days a week. The Calculation calendar is set to Monday through Friday, 8:00 AM to 8:00 PM. The response commitment is 3 hours and the resolution commitment is 8 hours.
The SLA is applied to a ticket with a reported date of 9:00 PM on Tuesday. The target start date is set to 11:00 AM on Wednesday and the finish date is set to 4:00 PM on Wednesday.