Today, we can configure SLA Terms based on Business Hours from Account /Product /Contract/custom. We need capability to configure based on Business Hours on Location and Work Order. We do not calculate Business Hours neither on Account nor on Service Contract but we have Time Zone available on WO and Location. So, We can calculate Business Hours based on Time Zone on WO and Location then configure SLA Term accordingly.
We have working on SLA Term setup in our Org for various use case. We can setup Global SLA term for Next 2hrs, 4hrs or 8hrs Response/Restoration SLAs. We setup a 24hrs Business Hours and we could use this Global SLA term for any country and any time zone or Business Hour without issues. “Restoration Customer By” and “Onsite Response Customer By” fields on WO are populated as expected.
We have run into an issue while configuring Next Business/Calendar Day Global SLA Terms. As per the SVMX design of SLA Terms/Clock functionality, we should have Business hours populated either on Account or Service Contract, which identifies the Business Hour of Account or Contract and sets “Restoration Customer By” and “Onsite Response Customer By” on WO with only one Global SLA term all Time zone. But, we are not updating Business hours either on Account or Service Contract to configure SLA terms based on Business Hours. Please find our use case below to configure SLA term for Next Business/Calendar Day to calculate Restoration Customer By on WO and start SLA clock accordingly.
Today, we should create a new SLA term for each Business hour to achieve this requirement. US would have 4 different Business hours for each time zone and we have more than 50 Business Hours setup in our system for different countries and regions. We should create 50+ SLA terms for Next Business Day and another 50+ for Next Calendar Day. Instead of creating one Global SLA Term per each SLA. This creates more problem/confusion while Contract setup to select appropriate SLA terms for their region/country.
We populate Customer Time Zone on WO from Location while creation. We can derive Business Hours Based on Time zone and populate on Location or WO. But, SLA Term configuration does not give option to choose Business Hours from Location or WO.