Relative duration for SLA

Relative durations specify durations relative to the start time of the task SLA and are defined using a script.

For example, End of next business day or Next business day by 4pm. The set of relative durations are defined in the core configuration using script-based duration calculations.

Note: Pause conditions are not compatible with relative durations.
You can use relative duration within service level management in the following ways:
  • Specify a relative duration
  • Relative duration usage scenarios

Specify a relative duration

To specify a relative duration, select an option such as Next business day by 4 pm or End of next business dayfrom the list of available relative durations in the Duration type field.

When you select a relative duration such as Next business day by 4pm, the Relative duration works on field displays. This enables you to specify the record against which the relative duration should be calculated. You can select to use Task record or SLA record and the one you select will be available as current for the relative duration script.
Note: The example breach date information message is not displayed if a relative duration is selected.

If your task record has a target date and time field, you can create an SLA with a relative duration based on that field.

Relative duration usage scenarios

You can use relative durations such as Next business day by 4pm for incident tasks to determine resolution time for an incident that is logged prior to 10 am the current day. The script for this default relative duration will not only set the SLA breach time to 4 pm the following day, but also adds 1 more day to this if the current time is after 10 am.