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## SLA calculation

Hello everyone, i am somwhat new to using power bi and DAX and would love some help.

Im trying to use Power bi to calculate the lenght of time a incident call has been open and, whilst taking into acount the time that the SLA timer is running.

what im trying to do is = ([Resolutiontime] hrs/days/months/years - [creationtime] hrs/days/months/years) - (number of working days between these values/5 x 64 hours (which is the numebr of hours the sla timer is pause over the weekend)

Any help with how to do this would be amazing!

1 ACCEPTED SOLUTION
Super User

You can use DATEDIFF to calculate the duration between your two event times. However, I would think you would need to wrap that in an IF statement to check that the start of the event was before whatever time the SLA timer stops and that its resolution was after the SLA timer started again if you want to subtract the 64 hours.

```SLADuration = var MyDuration = DATEDIFF([Start],[End],hour)

RETURN
IF([Start]<("SLA Stop Start") && ([End]>("SLA Stop End"),myDuration - 64, myDuration)```

Obviously some psuedo code in there, but that would be the general idea.

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2 REPLIES 2
Super User

You can use DATEDIFF to calculate the duration between your two event times. However, I would think you would need to wrap that in an IF statement to check that the start of the event was before whatever time the SLA timer stops and that its resolution was after the SLA timer started again if you want to subtract the 64 hours.

```SLADuration = var MyDuration = DATEDIFF([Start],[End],hour)

RETURN
IF([Start]<("SLA Stop Start") && ([End]>("SLA Stop End"),myDuration - 64, myDuration)```

Obviously some psuedo code in there, but that would be the general idea.

@ me in replies or I'll lose your thread!!!
Instead of a Kudo, please vote for this idea
Become an expert!: Enterprise DNA
External Tools: MSHGQM
YouTube Channel!: Microsoft Hates Greg
Latest book!:
Mastering Power BI 2nd Edition

DAX is easy, CALCULATE makes DAX hard...
New Member

Hi All, im a bit new to using power BI and DAX and i was wondering if anyone would be able to help me out

Im trying to generate the time between creation of a call and resolution of call. But our SLA timer only runs during working days and not over the weekend so i need ot subtract that from the calculation.

What i was thinking was

= ([resolutiontime]-[creationtime])-((number of work weeks between the 2 time/dates)/5 x 64 this is the number of hours the sla is paused for)

Any help would be amazing!

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