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I think this has already been addressed on another thread:
Have a look and let us know if there's anything else you are having trouble with.
Thank you for replying. I did read the linked Community article and it's helpful.
In my situation, the SLA 's have different start and end times NBD with resolutions times that can be adjusted per the SLA's. E. G resolution time start of next business day and/or acceptance targets for NBD for same or second NBD.
Creating calculations fields for 15 different HOP's and variations and using SLM functionality is proving a major challenge (could also be over engineering on my part).