what time the initial Response Due (incidents.rel_due) field be stamped using the response requirements shown?

Incident #120703-002539 was submitted on Tuesday, July 3, 2012 at 1:00 pm.

At what time the initial Response Due (incidents.rel_due) field be stamped using the response
requirements shown?

A.
Tuesday, July 3, 2012 at 9:00 pm

B.
Wednesday, July 4, 2012 at 12:00 pm

C.
Thursday, July 5, 2012 at 12:00 pm

D.
Thursday, July 5, 2012 at 1:00 pm

E.
Saturday, July 7, 2012 at 12:00 pm

Explanation:

* From the exhibit we see that the response time is 480 minutes (6 hours).
* From the exhibit we see that the resolution time is 1440 minutes (24 hours).
* incidents.rel_due is the result of the calculation that RN makes to tell you when an Incident is due
for a response.
* The best thing to do in this instance is adjust the response requirements and SLA level to suit. In
the SLA edit function, you can tell the system the working hours that are used, i.e. Monday to Friday,
0900 – 1700. Also under the SLA edit, in Response Requirements you’ll see Response and Resolution
Time. Set these to the working number of minutes. So, for example. If you did do 9-5 during a
working day, you’re going to want to set this to 8x60x5 (2400).
Also, do the same in the Response Requirements edit (above the Service Level Agreements in the
Configuration tab).
You’ll find both of these functions under Service in the Configuration tab.
What this will do is tell the system to start counting, but only during working hours. So, if an incident
comes in outside of your working hours, say 11pm, it won’t start the clock until 0900 the following
morning.