how do you set up an Escalation Schedule to represent a NBD agreement
NBD means that a ticket logged today has to be solved by the end of tomorrow, independent of the logging time. A NBD agreement ususally runs in a Weekly HOP Hours of Operation.
I theory I can solve this by
1. start a clock with a breach after 10 hours running in a 24/7 Hours of Operation. If the ticket is not solved the same day, the clock will breach in the evening or night, outside the Weekly HOP Hours of Operation.
2. The breach of the clock will start the real Resolution Escalation clock, which will run for the number of hours of the working day in a Weekly HOP Hours of Operation. This makes the clock only start ticking on the start of the next business day.
3. Is the ticket resolved in that day, it will stop. If not Resolution will be breached at the end of the working day.
How can i implement this in HEAT? Do I have to work with a secondary clock?