Description of SLA Metrics Expiration Time Calculation Method Using Calendar

You can configure a working calendar using JSON, which will be used to calculate the expiration time of various SLA metrics for your ticket. Below is a simple explanation of how this calculation works using the calendar.

Key Concepts:

1. Working Days and Hours:
   • You specify which days of the week your organization works.
   • For each working day, you set working hours. These can be continuous hours or multiple intervals throughout the day.
   • Example: Monday — from 09:00 to 18:00, Wednesday — from 09:00 to 12:00 and from 13:00 to 17:00.
2. Holidays:
   • You can define holiday dates when your organization does not work.
   • These dates will be considered in SLA metrics calculations and counted as non-working days.
3. Multiple Calendars:
   • The system can have multiple calendars.
   • Specific Calendar: used for a particular topic or ticket service.
   • Global Calendars: not tied to specific topics and apply to all tickets. Holidays from global calendars are combined with the specific calendar's holidays.

SLA Metric Expiration Time Calculation Method:

1. Calendar Selection:
   • When calculating the SLA metric expiration time, the system selects a calendar corresponding to the ticket's topic or service.
   • If a specific calendar is not found, the global calendar is used.
   • Holidays from global calendars are added to the holidays of the selected calendar.
2. Initial Time Determination:
   • The initial time is either the current time or the ticket creation time.
3. Adding Working Time:
   • The required amount of working time specified by the SLA metric (for example, 8 working hours) is added to the initial time.
   • Only working hours specified in the calendar are counted, not the total number of hours.
4. Non-Working Periods Consideration:
   • If the initial time falls during non-working hours (night, weekend, or holiday), the count will start from the next available working time.
   • Time falling on non-working hours, weekends, and holidays is not included in the calculation.
5. Final Time Calculation:
   • The resulting final time is the SLA metric expiration time, taking into account your organization's work schedule.

Calculation Example:

Calendar Settings:

• Time zone: Europe/Kyiv
• Working days: Monday (1) - Friday (5)
• Working hours:
  • Monday - Thursday: from 09:30 to 17:00
  • Friday: from 09:30 to 16:00