SLA Ticket.. -

First Customization requirement : Calculate the value of the Grace Period within the working Business hours both defined in the specific SLA. The Grace Period is fundamental to calculate the correct due date. The Due Date derives from the Grace Period. 1. Example SLA = 8 hrs Business hours Monday thru Friday 9:00 – 18:00 Ticket opening time 16:00 pm on Monday Due Date Calculation based on the above SLA. Grace Period = 8 hrs Monday running time to Due Date 16 – 18 (closed of Business Day) 2 hours accrued Tuesday opening time 9:00 (6 hours from 9:00 am ) another 6 hours (2+6 = 8 hours Grace Period) = Due Date Tuesday at 15:00 (this is the correct due take taking into consideration both the grace period and the working business hours defined in the SLA 2. Example SLA = 48 hrs Business Hours M – F (24 hrs working day) Days off Saturday and Sunday Ticket opening time 9 am on Friday Due date Calculation based on the above SLA Friday 9 am – Tuesday 9 am (48 hours) based on SLA Business working hours Second requirement: When the STATUS of the ticket is in the PENDING STATE the system should stop counting time to expiry and the Due Date should update accordingly. Example based on the example n. 1 above 1. Example SLA = 8 hrs Business hours Monday thru Friday 9:00 – 18:00 Ticket opening time 16:00 pm on Monday Ticket updated in STATUS Pending at 17:00 for 2 hours. New Due date calculated based on the above Tuesday at 17:00. Monday 16:00 – 17:00 1 hour accrued Status pending at 17:00 for 2 hours (1 hour until closed of business day Monday) Tuesday 1 hours status pending (9:00 – 10:00) = 2 hours status pending System updates Due Date to Tuesday at 17:00 (10:00 – 17:00) the 7 hours remaining to expiry ...