incident duration

  1. P

    How to calculate incident SLA expiration

    Hi, I work on a helpdesk and need to calculate when an incident SLA is due to expire, relative to the hours of contracted service. We provide service 0700 to 2300hrs 7 days a week, and are required to fix a fault within 85 minutes, I can add 85 minutes to an incident start time when the start...
  2. P

    Calculating Incident Duration Across Non-Standard Hours

    Hi All, Excel version – 2010 I’m trying to calculate ticket incident duration in minutes for issues that occur in an environment with non-standard business hours. Depending on the location the incident occurs the hours in the “business day” vary and need to accommodate the total duration of...
    • Puni19
    • Thread
    • hours of operation incident duration non standard hours sla
    • Replies: 4
    • Forum: Excel Questions

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