Sometimes, you may first want to assign activities for which SLA is about to start or
expire. You can use a custom filter to find the activities for which SLA is starting or expiring
within a specified number of days or hours.
Before you start
Your administrator must create a filter for example, 'Calendar Days before SLA', 'Full
Days before SLA', or 'Hours before SLA'. The Property field on the dialog box must have a value of Calendar Days Before SLA
End [calendar_day_to_sla_window_end], Full Days to SLA
End [days_to_sla_window_end], or Hours to SLA End
[hours_to_sla_window_end]. The field Condition must have a value of
<=.
Here's what to do
- Open the Dispatch Console and go to
the Map view.
-
Click View and select Calendar Days before
SLA, Full Days before SLA or Hours to SLA
End.
-
Add the number of days or hours remaining for the SLA to expire.
Activities that match the criterion are displayed. Here's the difference between
"Calendar Days to SLA Start" and "Full Days to SLA Start":
Let’s say the current time is
"2023-03-20 14:00" and you've an activity for which SLA starts at “2023-03-23
13:59".
The condition that includes "Calendar Days to SLA Start" finds the
difference between the date part of the SLA start and the current date (that is,
"2023-03-23" - "2023-03-20" = 3 days). Therefore, in this example, a filter condition of
"Calendar Days to SLA Start > 2" results in a match.
The condition that includes
"Full Days to SLA Start" takes the time into account. Using the same example, the
difference between the SLA start and the current time ("2023-03-23 13:59" - "2023-03-20
14:00") would equal 2.999 days, which would be further truncated to 2 days. Therefore, a
filter condition of "Full Days to SLA Start > 2" doesn't result in a
match.