RE: date and times in excel

Hello Simone,

Hope you enjoyed your Microsoft Excel Intermediate course with Best STL.

Thank you for your question regarding working with date and time calculations.

I'm surprised that your helpdesk system does not provide you with information on breaching the SLA. Please remember, the Service Level Agreement usually differs according to the type of incident reported... some having only 4 hours, others 8 hours and still others with longer SLA times. I don't know how the SLA was set up in your organisation so I cannot say how best you can monitor the results from Supportworks within Excel.

I have created a small spreadsheet with a few calculations using typical support incidents. Working with dates and time can be tricky. Excel does a few strange things with time. If you subtract one date/time cell from another cell containing date/time, the result will be a number. You then have to convert the format of the cell to Time.

I have added an IF function in the last column and also included some conditional formatting.

Have a look at my example and let me know if this works for you.

I hope this resolves your question. If it has, please mark this question as resolved.

If you require further assistance, please reply to this post. Or perhaps you have another Microsoft Office question?

Have a great day.
Regards,

Rodney
Microsoft Office Specialist Trainer

Attached files...

SLA.xlsx