SLA Calculator - Difference between 2 dates, incorporating work hours

[inshesweet]

Hi all. I'm attempting to work out the difference between two date and times.
Scenario: I work in IT and 'm an SLA manager. I've been tasked with finding SLA compliance between incidents raised and initial incident response. Normally this would be fairly simple, however the SLA 'clock' only applies when the service desk are in operation, and this is what's throwing me. Could I kindly ask if someone could assist me with the correct formula.

Problem statement is;
What is the difference in hours and minutes between two dates, incorporating
NETWORK DAYS (Mon-Fri)
NETWORK HOURS (7:30am-5:30pm)

Sample data
[TABLE="width: 1086"]
<tbody>[TR]
[TD][TABLE="width: 1086"]
<tbody>[TR]
[TD]Issue Type[/TD]
[TD]Key[/TD]
[TD]Summary[/TD]
[TD]Incident created[/TD]
[TD]Incident Initial
Response[/TD]
[TD]SD Start Time[/TD]
[TD]SD End Time[/TD]
[TD]Difference[/TD]
[/TR]
[TR]
[TD]Incident[/TD]
[TD]ITSD-1234[/TD]
[TD]Issue withLicense Server[/TD]
[TD="align: right"]Fri 3/08/2018[/TD]
[TD="align: right"]Mon 6/08/2018[/TD]
[TD="align: right"]7:30[/TD]
[TD="align: right"]17:30[/TD]
[TD][/TD]
[/TR]
[TR]
[TD]Incident[/TD]
[TD]ITSD-5678[/TD]
[TD]Issue with desktop outlook access[/TD]
[TD="align: right"]Mon 6/08/2018[/TD]
[TD="align: right"]Mon 6/08/2018[/TD]
[TD="align: right"]7:30[/TD]
[TD="align: right"]17:30[/TD]
[TD][/TD]
[/TR]
[TR]
[TD]Incident[/TD]
[TD]ITSD-4561[/TD]
[TD]Unable to reach SAP[/TD]
[TD="align: right"]Thu 2/08/2018[/TD]
[TD="align: right"]Wed 8/08/2018[/TD]
[TD="align: right"]7:30[/TD]
[TD="align: right"]17:30[/TD]
[TD][/TD]
[/TR]
[TR]
[TD]Incident[/TD]
[TD]ITSD-3213[/TD]
[TD]Replace Waste toner SDS[/TD]
[TD="align: right"]Thu 2/08/2018[/TD]
[TD="align: right"]Thu 2/08/2018[/TD]
[TD="align: right"]7:30[/TD]
[TD="align: right"]17:30[/TD]
[TD][/TD]
[/TR]
[TR]
[TD]Incident[/TD]
[TD]ITSD-7898[/TD]
[TD]Account Locked[/TD]
[TD="align: right"]Tue 31/07/2018[/TD]
[TD="align: right"]Thu 9/08/2018[/TD]
[TD="align: right"]7:30[/TD]
[TD="align: right"]17:30[/TD]
[TD][/TD]
[/TR]
[TR]
[TD]Incident[/TD]
[TD]ITSD-9512[/TD]
[TD]Unable to fully access G: folders[/TD]
[TD="align: right"]Fri 22/06/2018[/TD]
[TD="align: right"]Sat 18/08/2018[/TD]
[TD="align: right"]7:30[/TD]
[TD="align: right"]17:30[/TD]
[TD][/TD]
[/TR]
[TR]
[TD]Incident[/TD]
[TD]ITSD-5465[/TD]
[TD]Network/Power Outage[/TD]
[TD="align: right"]Fri 4/05/2018[/TD]
[TD="align: right"]Sun 19/08/2018[/TD]
[TD="align: right"]7:30[/TD]
[TD="align: right"]17:30[/TD]
[TD][/TD]
[/TR]
</tbody>[/TABLE]
[/TD]
[TD][/TD]
[TD][/TD]
[TD][/TD]
[TD][/TD]
[TD][/TD]
[TD][/TD]
[TD][/TD]
[/TR]
</tbody>[/TABLE]

 

[Ray Bailey]

Hi,

I spent many hours on this myself. As you don't have varying start & end times based on days you can do it with a formula.

Points to note

rHols is a list of holiday dates and that list give the range name rHols.

0.7292 and 0.3125 are the decimal values for 5:30pm and 7:30am

=IF(B3="","",IF(A3=B3,0.0007,(NETWORKDAYS(A3,B3,[B]rHols[/B])-1)+MOD(B3,1)-MOD(A3,1)-((MOD(A3,1)>=MOD(B3,1))*(1-[B]0.7292[/B]+[B]0.3125[/B]))))

[TABLE="width: 339"]
<colgroup><col span="2"><col></colgroup><tbody>[TR]
[TD="align: center"]Start[/TD]
[TD="align: center"]End[/TD]
[TD="align: center"]Duration[/TD]
[/TR]
[TR]
[TD="align: center"]01/08/2018 17:00[/TD]
[TD="align: center"]02/08/2018 09:45[/TD]
[TD="align: center"]00 02:45[/TD]
[/TR]
[TR]
[TD="align: center"]20/08/2018 09:45[/TD]
[TD="align: center"]28/08/2018 12:00[/TD]
[TD="align: center"]05 02:15
[/TD]
[/TR]
</tbody>[/TABLE]


rHols sample list
[TABLE="width: 75"]
<colgroup><col></colgroup><tbody>[TR]
[TD="align: right"]01/01/2018[/TD]
[/TR]
[TR]
[TD="align: right"]27/08/2018[/TD]
[/TR]
[TR]
[TD="align: right"]25/12/2018[/TD]
[/TR]
[TR]
[TD="align: right"]26/12/2018[/TD]
[/TR]
</tbody>[/TABLE]


Feel free to shout if you need more help as I know your pain.

 

[inshesweet]

Thanks Ray, every time I think i'm getting better with excel, I get slung a problem like this and I realise how little I know. Your formula worked a treat!!!!! I'm floored/wowed/awed.

Thank you very much

Hi,

I spent many hours on this myself. As you don't have varying start & end times based on days you can do it with a formula.

Points to note

rHols is a list of holiday dates and that list give the range name rHols.

0.7292 and 0.3125 are the decimal values for 5:30pm and 7:30am

=IF(B3="","",IF(A3=B3,0.0007,(NETWORKDAYS(A3,B3,[B]rHols[/B])-1)+MOD(B3,1)-MOD(A3,1)-((MOD(A3,1)>=MOD(B3,1))*(1-[B]0.7292[/B]+[B]0.3125[/B]))))

[TABLE="width: 339"]
<tbody>[TR]
[TD="align: center"]Start[/TD]
[TD="align: center"]End[/TD]
[TD="align: center"]Duration[/TD]
[/TR]
[TR]
[TD="align: center"]01/08/2018 17:00[/TD]
[TD="align: center"]02/08/2018 09:45[/TD]
[TD="align: center"]00 02:45[/TD]
[/TR]
[TR]
[TD="align: center"]20/08/2018 09:45[/TD]
[TD="align: center"]28/08/2018 12:00[/TD]
[TD="align: center"]05 02:15[/TD]
[/TR]
</tbody>[/TABLE]


rHols sample list
[TABLE="width: 75"]
<tbody>[TR]
[TD="align: right"]01/01/2018[/TD]
[/TR]
[TR]
[TD="align: right"]27/08/2018[/TD]
[/TR]
[TR]
[TD="align: right"]25/12/2018[/TD]
[/TR]
[TR]
[TD="align: right"]26/12/2018[/TD]
[/TR]
</tbody>[/TABLE]


Feel free to shout if you need more help as I know your pain.

 

[Ray Bailey]

Not a problem, glad I could help. Been at this programming lark over 30 years and still learning.

Cheers

Ray