Topic by Jarel Birck da Silva
I have a complex scenario regarding the Incident SLA feature.
Our customer has two Response Requirements in the same Incident. One for Tier 1 and another for Tier 2. Basically, the Tier 1 have 1 business hour to handle the Incident and, Tier 2, have less 1 hour based on the Resolution Time of the Response Requirement associated with the Incident SLA Instance. The SLA of the Tier 2 starts when the Tier 1 Agent escalate the Incident to Tier 2. For example:
Incident SLA Resolution Time: 4 hours
Tier 1 SLA: 1 hour
Tier 2 SLA: 3 hours
Tier 1 SLA starts counting when the Incident is created and should stop when the Incidents is escalated to Tier 2.
Tier 2 SLA starts when the Incident is escalated and stops when Tier 2 agent returns the Incident back to Tier 1.
Tier 1 SLA starts again when Tier 2 returns the Incident to Tier 1 and stops when the Incident is closed.
I searched on the documentation and Developer Forum and found nothing. So I decided to customize it using CPM.
When the Incident is escalated to Tier 2, an e-mail should be sent to Tier 2 informing them their estimated Resolution Date. This Tier 2 Resolution Date is not the same as the Response Requirements on the milestone table. I have to calculate it. To do this, I need the Response Requirements of SLA, to know the business days and hours. The problem is... I didn't find any method on PHP API to get such information. I only found how to get the SLA instance assigned to the Incident but didn't found how to get the Response Requirements informations of the SLA.
Anyone have any idea on how I could do such thing? I'm about to give up on that.
Regards,