## Calculate SLA overdue with a formula in an excel report

All ticketing tools have a field about SLA overdue for incident and problem tickets so why need to calculate it ?? This is a backup solution in case if the tool is not working and I need really but really which tickets are overdue.

When I use the formula ?

When the ticketing tool is not working and I need to do it manually.

How to use the formula ?

The formula in this topic is with "," so depending of the operating system of your PC, the formula should have ";" instead of ",".

How are the formulas ?

=IF()

=AND()

=NOW()

Put this formula:

=IF(B2=SLA!\$A\$3,IF(AND(NOW()-D2>SLA!\$B\$10,NOW()-D2SLA!\$B\$11,NOW()-D2SLA!\$B\$12,NOW()-D2SLA!\$B\$13,NOW()-D2SLA!\$B\$14,4,"none"))))),IF(B2=SLA!\$A\$4,IF(AND(NOW()-D2>SLA!\$D\$10,NOW()-D2SLA!\$D\$11,NOW()-D2SLA!\$D\$12,NOW()-D2SLA!\$D\$13,NOW()-D2SLA!\$D\$14,4,"none"))))),IF(B2=SLA!\$A\$5,IF(AND(NOW()-D2>SLA!\$F\$10,NOW()-D2SLA!\$F\$11,NOW()-D2SLA!\$F\$12,NOW()-D2SLA!\$F\$13,NOW()-D2SLA!\$F\$14,4,"none"))))),IF(B2=SLA!\$A\$6,IF(AND(NOW()-D2>SLA!\$H\$10,NOW()-D2SLA!\$H\$11,NOW()-D2SLA!\$H\$12,NOW()-D2SLA!\$H\$13,NOW()-D2SLA!\$H\$14,4,"none"))))),"none"))))

To use it, in the “SLA” sheet, I have to define the number of days when the SLA will change its status, from 0 (none) to 4 (overdue) and for each priority type. As you cann see, I just count the working days meaning that I excluded the weekend for the week.