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 is/are the formula(s) ?

=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.