CA Service Management

I have sla requirement with next business day and 4:30 pm only. (Business day is Monday-Friday 8:30 am - 4.30 pm)

Example

Case 1 open ticket on Monday 9 Jul 2018 8:30 am. This case must violation on Tuesday 10 Jul 2018 4:30 pm.

Case 2 open ticket on Monday 9 Jul 2018 1:30 pm. This case must violation on Tuesday 10 Jul 2018 4:30 pm.

How I can configure delay time in service type in CA service desk manager 17.0?

Thank you.

Use a Workshift for the Service Type and/or Event with working hours set according to your schedule, then define the SLA Violation event with a delay of 8 hours.

Thank you Cristi.

Yes. I used to set workshift for the service type and then define sla violation event with a delay 8:00:00 as your answer. but the violation time is +8 hours base on workshift that not my requirement. I want the violation time to be 4.30 pm on next day only. It is possible? 

I haven't tried this... but if you define a Monday to Friday Workshift that starts at 4:29 pm and ends at 4:34 pm, specify this new workshift in the template for the violation event, and give it a delay of 6 minutes...which is 1 minute longer than the workshift duration... then I would think that it will always wait until 4:30 the next day?  Worth trying, anyway :-)

Regards,

James

I think it possible base on your answer. I define workshift with Monday - Friday 4.29 pm - 4.30 pm and delay time of 2 minutes for violation event. It works in case which open time before 4.29 pm but in case which open time after 4.29 pm the violation time is +2 days.

I have idea to use macro condition. If open time > 4.29 pm true, set delay time of 1 minute and else, set delay time of 2 minutes.

How to define macro for check open time > 4.29 pm?

Sorry for my English language is not well.

Thank you.

I see, so it's not a fixed period. I don't think this is possible OOB.