Have a challenge here, to calculation the “Respond Time” SLA calculation based on the working day and working hours, understand that we have a WORKDAY() but what about working hours? (just say working hours is at 9AM to 6PM)
how can we do it? currently we do simply duration calculation
[RespondTime] - [Case Date] → [TicketRespondDuration]
Respond Time SLA is 8hours, (Duration: 08:00:00) then
if the [TicketRespondDuration] >= 08:00:00 → “Failed Respond SLA”
if the [TicketRespondDuration] <= 08:00:00 → “MeetRespond SLA”
anyone has an idea, how we could do it?