Calculating SLA Breach Times with SQL

Working on support tickets is a task most of us in the IT industry are familiar with. Ensuring these are handled within their SLA is key part of these assignments.

For high priority tickets that are worked on 24x7, calculating the SLA breach date is simply a matter of adding the working duration to the raised date.

But how do you calculate the SLA breach times for tickets that are only handled during working hours?

These need to skip non-working days such as weekends and take into account business opening hours. You can do this with SQL. This session shows you how to use analytic functions to handle non-working days.

Watch this session to learn how to use SQL to calculate "next working day" algorithms!

Highlights include:

01:50 - Introduction to the problem
13:00 - Discussing the data model to solve this problem
14:30 - Outline of the algorithm to calculate breach dates
16:55 - Walking through the SQL to do the calculation
28:45 - Demo of the SQL in action
38:00 - Discussion of other use cases
42:50 - A code grinder vs a database programmer
44:15 - Performance implications for the SQL method
50:22 - Resources for further reading

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[prathameshraorane]

Hi, can you please share the full code it will be very helpful, you have mentioned the links but no full code is available.