How to implement SLA NBD (Next Business Day)

[jreno]

Hi,
has anyone come across a requirement to implement a NBD SLA (Next-Business-Day) ?
OTRS has no such setting atm OTRS 3.0.10.

regards
Jreno

[yuri0001]

Hi!
Try to set some escalation time in SLA to number of minutes, such as 600 that add to current time. Escalation time takes into account only working hours.
E.g. if working hrs from 8-00 to 17-00 --> 8 + 10 (600min) = 18 - out of working hrs - NBD
An another way - set name of SLA --> NBD and agents must know what it mean.
ADD. If SLA --> NBD - set next state - pending - with next day date

[jreno]

Hi Yuri,
i didnt understand your calculations, but this is what we do now:
We set the reaction time to Workinghours*60 and set the name to NBD + we inform the agents about this workaround.

regards
Jreno

[yuri0001]

Yes, you are right!
Anything else i don't know.
My calculations - only for right escalation or notification for agents.