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sla_rsln_delta and how it is affected by solve and waiting times
Answer ID 8610   |   Last Review Date 04/09/2019

What does the field sla_rsln_delta do?

Environment:

Analytics
Oracle Service Cloud

Resolution:

The field incidents.sla_rsln_delta will provide the number of minutes an incident was outside the resolution threshold specified by its response requirements.

The value will be a negative number if you solve the incident within your threshold and a positive number if you solve the incident outside the threshold. This field will also take into account the amount of time that an incident was in a solved or waiting status.

Let's say you have a set of working hours between: 8:00 am to 5 pm Monday through Friday and you have set a Resolution Time of 60 minutes.

Scenario 1 (solved within the set time):
If an incident is created at 9:00 am
And then closed by an agent by 9:30 am
The value of incidents.sla_rsln_delta will be -30

Scenario 2 (solved outside the set time):
If an incident is created at 10:00 am
And then closed by an agent by 11:30 am
The value of incidents.sla_rsln_delta will be 30

Scenario 3 (solved multiple times):
If an incident is created at 9:00 am
The incident is then closed at 9:10 am
The incident is then opened up again at 9:50 am
The incident is then closed again at 10:00 am
The value of incidents.sla_rsln_delta will be -20

In the last scenario, the -20 value is because the incident was open for 10 minutes between 9:00 am and 9:10 am then another 10 minutes between 9:50 am and 10:00 am. The incident was open for a total of 20 minutes as the field incidents.sla_rsln_delta does not take into account the 40 minutes it was closed in the middle. The same would be true if we had set the incident to waiting instead of solved at 9:10 am.

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