Escalation emails based on SLA excluding Holidays and Weekends

Hi All,
I have a requirement to send escalation emails based on customer agreed SLA's. The SLAs like No Activity on SR for # of Days, 1st Response (Hours), Age (weeks), etc. The email should be sent to SR Owner, his manager, director and so on based on Customer Tier.
Has anyone tried to factor Working Days into their SLA's through TimeBased WFs ?
For example, a Service Request is raised on Friday and I would like the number of days to close that service request to exclude Saturday and Sunday? Just wondered whether anyone had experience/recommendations with this?
This is urgent.
Thanks

Hi Bob,
I think I'm going to ask you for the document too...
I developed an external integration program which calculates a date from another one (like timestampadd) but using the week-ends, holidays and opening hours...
If we can now do this within the CRM, it's awesome !
Thanks,
Max

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Hi Friends,
My requirement is to count no of days leave applied !!
Which should exclude Holidays and weekends and count only business days..
I.E. per week onlyt 5 working days!!
Is there any FM to do so Becasue this exlcuding holidays not happens manually...
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Hi Dilek Please can you send the screen shots of those
Just put HRworkdays F4 and can you send the screen shots of those please!!!Which will help to show to my client !!
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Edited by: saslove sap on Sep 8, 2009 10:04 AM

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Hi guy,
When I try to create my sales order. The Req.deliv.date and First date will automatically fill with date. The question is it should exclude weekends and holiday, but the result is not. Just like that
The 07/12/2014 is Saturday. How should I make it automatically exclude weekends? Thank you in advanced.
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Hi Peter,
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Hi all,
I'm using the Last7Day function to return all records received from the current date to the past 7 days. How do I exclude Saturday, Sunday, New Years Eve, and New Years Day? The selection formula I'm using is:
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I don't think you can get there with the Last7Day function. You'll have to bulld your own. Try creating a custom function called Last7WorkDays and insert this code (Replace the ALL CAPS TEXT NEAR THE END WITH YOUR DATE FIELD):
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Local NumberVar numberDays := 1;
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Hello,
I have a column table where I have all holidays of the year in the format "yyyymmdd,yyyymmdd,...", for example, "20091012,20091225".
I'd like to do a query where I pass a date and a increment of days and it returns the next valid date, excluding weekends and the holidays that I have in the column holidays that I show above.
P.S: Instead of pass a date and a increment of days, I could pass just a already incremented date, and this query just validate this date, adding 2 days for each weekend and one day for each holiday.
Is there a way to do that?
Thanks

Hi,
Ranieri wrote:
Hello,
I have a column table where I have all holidays of the year in the format "yyyymmdd,yyyymmdd,...", for example, "20091012,20091225".Dates should always be stored in DATE columns. If you really want to, your can also store the formatted date in a separate column.
I'd like to do a query where I pass a date and a increment of days and it returns the next valid date, excluding weekends and the holidays that I have in the column holidays that I show above.For convenience, you can't beat a user-defined function, such as Etbin's.
If you really want a pure SQL solution, you can
(a) generate a list of all the days that might be between the start date and end date (sub-query all_days below)
(b) outer join that to your holiday table (sub-query got_dnum, below)
(c) rule out the holidays and weekends (sub_query got_dnum, WHERE clause)
(d) return the nth remaining day (main query below)
WITH     all_days     AS
     SELECT TO_DATE (:start_date, 'DD-Mon-YYYY') + LEVEL     AS dt
     FROM     dual
     CONNECT BY     LEVEL <= 3           -- 3 = max. consecutive non-work days
               + (:day_cnt * 7 / 4)     -- 4 = min. work days per week
,     got_dnum     AS
     SELECT     a.dt
     ,     ROW_NUMBER () OVER (ORDER BY a.dt)     AS dnum
     FROM          all_days     a
     LEFT OUTER JOIN     holidays     h     ON     a.dt = TO_DATE (txt, 'YYYYMMDD')
     WHERE     h.txt               IS NULL
     AND     TO_CHAR (a.dt, 'Dy')      NOT IN ('Sat', 'Sun')
SELECT     dt
FROM     got_dnum
WHERE     dnum     = :day_cnt
;This assumes :day_cnt > 0.
The tricky part is estimating how far you might have to go in sub-query all-days to be certain you've included at leas :day_cnt work days.
Where I work, holidays are always at least 7 days apart.
That means that there can be, at most, 3 consective days without work (which happens when there is a holiday on Monday or Friday), and that thee are at least 4 work days in any period of 7 consecutive days. That's where the "magic numbers" 3 and 4 come from in the CONNECT BY clause of all_days. Depending on your holidays, you may need to change those numbers.
P.S: Instead of pass a date and a increment of days, I could pass just a already incremented date, and this query just validate this date, adding 2 days for each weekend and one day for each holiday.Good thought, but it won't quite work. How do you know how many holidays were in the interval? And what if the first step produces a Saturday before a Monday holioday?
You might be interested in [this thread|http://forums.oracle.com/forums/message.jspa?messageID=3350877#3350877]. Among other things, it includes a function for determining if a given date (in any year) is a holiday, without reference to a table.

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Hello,
Our company needs the sales order´s schedules lines to be confirmed only on non-holiday and non-weekend days. How can I achieve this?
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Hi,
Kindly Check the Following link,
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Revert,
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Hi team,
My customer will submit a ticket to our system and it valid for 7 days. For example, if customer A submit a ticket on 2015/1/15, the request will be ineffective at 2015/1/22. So, I can directly use the following
T-SQL code to update the ticket status:
update customer_ticket set ticket_status="Cancle"
where ticket_submit_time < getdate() - 7
But, if 2015/1/19,2015/1/20,2015/1/21 are holidays, the ticket valid time should extend 3 days, it means the ticket of customer A will be ineffective at 2015/1/25. How can I count the holidays and then extend the valid time of ticket automatically?
I have a table to store our holidays, here are the sample data:
CREATE TABLE QC_OVERTIME_SCHEDULE
SCHEDULE_DATE DATE,
IS_INCLUDED VARCHAR(10),
UPDATE_TIME DATE,
MEMO VARCHAR(250)
INSERT [dbo].[QC_OVERTIME_SCHEDULE] ([SCHEDULE_DATE], [IS_INCLUDED], [UPDATE_TIME], [MEMO]) VALUES (CAST(N'2015-01-19' AS Date), N'0', CAST(N'2015-01-15' AS Date), N'Holiday')
INSERT [dbo].[QC_OVERTIME_SCHEDULE] ([SCHEDULE_DATE], [IS_INCLUDED], [UPDATE_TIME], [MEMO]) VALUES (CAST(N'2015-01-20' AS Date), N'0', CAST(N'2015-01-15' AS Date), N'Holiday')
INSERT [dbo].[QC_OVERTIME_SCHEDULE] ([SCHEDULE_DATE], [IS_INCLUDED], [UPDATE_TIME], [MEMO]) VALUES (CAST(N'2015-01-21' AS Date), N'0', CAST(N'2015-01-15' AS Date), N'Holiday')
Please let me know if you have any ideas, thanks!
Serena,

Hi Serana,
You may reference the below as well. The expiring date of each ticket can be calculated based on the calendar table and the tickets whose expiring date >= GETDATE() will be updated as 'Cancle'.
CREATE TABLE QC_OVERTIME_SCHEDULE
SCHEDULE_DATE DATE,
UPDATE_TIME DATE,
IsWorkday BIT
INSERT [dbo].[QC_OVERTIME_SCHEDULE] VALUES (CAST(N'20150109' AS Date), CAST(N'20150115' AS Date), 0)
INSERT [dbo].[QC_OVERTIME_SCHEDULE] VALUES (CAST(N'20150110' AS Date), CAST(N'20150115' AS Date), 0)
INSERT [dbo].[QC_OVERTIME_SCHEDULE] VALUES (CAST(N'20150111' AS Date), CAST(N'20150115' AS Date), 0)
INSERT [dbo].[QC_OVERTIME_SCHEDULE] VALUES (CAST(N'20150112' AS Date), CAST(N'20150115' AS Date), 0)
INSERT [dbo].[QC_OVERTIME_SCHEDULE] VALUES (CAST(N'20150113' AS Date), CAST(N'20150115' AS Date), 0)
INSERT [dbo].[QC_OVERTIME_SCHEDULE] VALUES (CAST(N'20150114' AS Date), CAST(N'20150115' AS Date), 0)
INSERT [dbo].[QC_OVERTIME_SCHEDULE] VALUES (CAST(N'20150115' AS Date), CAST(N'20150115' AS Date), 0)
INSERT [dbo].[QC_OVERTIME_SCHEDULE] VALUES (CAST(N'20150116' AS Date), CAST(N'20150115' AS Date), 0)
INSERT [dbo].[QC_OVERTIME_SCHEDULE] VALUES (CAST(N'20150117' AS Date), CAST(N'20150115' AS Date), 0)
INSERT [dbo].[QC_OVERTIME_SCHEDULE] VALUES (CAST(N'20150118' AS Date), CAST(N'20150115' AS Date), 0)
INSERT [dbo].[QC_OVERTIME_SCHEDULE] VALUES (CAST(N'20150119' AS Date), CAST(N'20150115' AS Date), 1)
INSERT [dbo].[QC_OVERTIME_SCHEDULE] VALUES (CAST(N'20150120' AS Date), CAST(N'20150115' AS Date), 1)
INSERT [dbo].[QC_OVERTIME_SCHEDULE] VALUES (CAST(N'20150121' AS Date), CAST(N'20150115' AS Date), 1)
INSERT [dbo].[QC_OVERTIME_SCHEDULE] VALUES (CAST(N'20150122' AS Date), CAST(N'20150115' AS Date), 0)
INSERT [dbo].[QC_OVERTIME_SCHEDULE] VALUES (CAST(N'20150123' AS Date), CAST(N'20150115' AS Date), 0)
INSERT [dbo].[QC_OVERTIME_SCHEDULE] VALUES (CAST(N'20150124' AS Date), CAST(N'20150115' AS Date), 0)
INSERT [dbo].[QC_OVERTIME_SCHEDULE] VALUES (CAST(N'20150125' AS Date), CAST(N'20150115' AS Date), 0)
INSERT [dbo].[QC_OVERTIME_SCHEDULE] VALUES (CAST(N'20150126' AS Date), CAST(N'20150115' AS Date), 0)
INSERT [dbo].[QC_OVERTIME_SCHEDULE] VALUES (CAST(N'20150127' AS Date), CAST(N'20150115' AS Date), 0)
INSERT [dbo].[QC_OVERTIME_SCHEDULE] VALUES (CAST(N'20150128' AS Date), CAST(N'20150115' AS Date), 0)
INSERT [dbo].[QC_OVERTIME_SCHEDULE] VALUES (CAST(N'20150129' AS Date), CAST(N'20150115' AS Date), 0)
--DROP TABLE QC_OVERTIME_SCHEDULE,customer_ticket
CREATE TABLE customer_ticket
(id INT,
ticket_submit_time DATE,
status_change_date DATE,
ticket_status VARCHAR(10));
INSERT INTO customer_ticket VALUES (1,'20150109',NULL,'Open');
INSERT INTO customer_ticket VALUES (1,'20150115',NULL,'Open');
INSERT INTO customer_ticket VALUES (1,'20150118',NULL,'''Open');
INSERT INTO customer_ticket VALUES (1,'20150122',NULL,'Open');
SELECT * FROM [QC_OVERTIME_SCHEDULE]
SELECT * FROM customer_ticket
;WITH cte AS
SELECT c.id, c.ticket_submit_time, c.status_change_date,c.ticket_status, t.SCHEDULE_DATE AS expireDate FROM customer_ticket c
CROSS APPLY
(SELECT SCHEDULE_DATE FROM (SELECT SCHEDULE_DATE,ROW_NUMBER() OVER(ORDER BY SCHEDULE_DATE) as rn FROM QC_OVERTIME_SCHEDULE WHERE SCHEDULE_DATE>=C.ticket_submit_time AND IsWorkday=0) as tb WHERE RN=8 ) AS t
UPDATE cte SET status_change_date=GETDATE(),ticket_status='Cancle'
WHERE expireDate<=GETDATE()
If you have any question, feel free to let me know.
Eric Zhang
TechNet Community Support

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Hi All,
I need to know if this can be done in Answers:
I have built a system in CRM that captures timestamps when SRs are moved into and out of stages in the SR resolution lifecycle. Then I have a report that uses timestampdiff to calculate the time that a SR spends in each SLA metric window (Respond, Diagnose, Resolve). The report currently displays only the hard difference based on a 24 hour clock.
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Escalation emails based on SLA excluding Holidays and Weekends

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