martin.paul501

Hi, Thanks for the post - the link you've mentioned does not quite hit the mark and seems to be complex. I was hoping someone would have had to do something similar before. The idea is that we can view our database and see a timer counting down to the maximum SLA repines time - I plan to use the On Timer Script function for this. Im just having difficulty with the calculation against the timestamps. Any help much appreciated.

Hello, I have been trying to work out how to calculate the time difference between two timestamps, but appreciating non working hours and weekends. Basically I have a support database which creates a timestamp when a support job is raised. I'd like to be able to define a response time for four different types of support requests we receive, such as: High priority = 2Hrs Medium Priority = 4Hrs Low priority = 8Hrs Our working time is M-F, 9:00 to 18:00. So for example if a support job is logged at 17:00 on a Monday as high priority (2Hrs), then our target response would be by 10am the next day (Tuesday). Equally if the call was logged at 17:00 on a Friday, then our response would be by 10am on the Monday. I'd like to figure out a calculation field that would give me the true time left to lapse based on the call log date and the response time, appreciating non working hours and weekends. If any of you guys can stretch to holidays too then awesome, but I appreciate this is a massive variable - not essential. Any help would be much appreciated as my head hurts. Thanks, Paul.