calculate SLA

Hello everyone,

i want to calculate estimation resolution time in task module

i have this situation for ex. i have 2 hours as working hours, and suppose my task is created 17-Oct-22 at 05:00 pm according to call center time (start 8:30 am end 05:30 pm) so i need to add today's 30 minutes (05:00 + 30 min =05:30) and next day 18-Oct-22 i have to add remaining hours (1.5 hours 08:30 + 1:30 =10:00 am). could you please suggest me what logic i have to use here.

Chris Raffle over 2 years ago

Hi faizan aamir,

You can achieve this use case easily within SugarBPM. The prerequisite is that you have a business center created in Sugar that outlines your call center hours of operation. You can read more about Business Centers for your edition and version of Sugar in their documentation.

Once you have that established, you can create a BPM definition with a 'Change Field' action. In the action, you would choose the desired datetime field to capture your SLA time. Since you want your SLA to trigger at task creation, the formula would be 'Run Time' + '2 business hours' like the following:

Once you enter the SLA duration (2 hours) and select the appropriate business center, you click 'Add' to complete the calcuation:

Your 'Change Field' action is ready to be used at that point.

Chris

Co-Founder | SugarCRM's 2024 Global Outfitters Partner of the Year
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faizan aamir over 2 years ago in reply to Chris Raffle

Thank you Raffle
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