About configuring the Service Level Agreement (SLA) late date

When you create or edit SLA levels, you can configure the Late Date. SLA Configuration late date is made up of days and minutes. You can enter whole or fractional amounts into the Days field, in decimal format. You can also use a combination of days and minutes.

See Creating and Editing Service Level Agreements (SLAs).

ServiceDesk converts the total Late Date into minutes. It converts the days into minutes and then adds the total to the Minute's field.

When configuring your SLA Level late dates you have the following options:

You can use your business hours to configure your late dates.

(Check Use Business Hours.)

  • ServiceDesk calculates the late date into business minutes. It excludes the time that falls in holidays, weekends, off hours, and periods when the SLA is paused.

  • When you use the Using Business Hours option, one day equals the hours in a business day.

    For example, you use a work day from 9:00 A.M. to 5:00 P.M. The business day equals 8 hours or 480 minutes.

You can use a 24 hour day to configure your late dates.

(Do not check Use Business Hours.)

  • ServiceDesk calculates the late date into minutes. It excludes time periods when the SLA is paused.

  • When you do not use the Using Business Hours option, one day equals 24 hours or 1,441 minutes.
Imported Document ID: HOWTO84691
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