SLAs -> Different overdue times depending on day, month etc

[Siora]

It would be nice to be able to set different overdue times for weekdays and weekends for 1 sla plan. For example, Mon-Fri my overdue time is set to 1 hour but I want to set my overdue time for Sat-Sun to 24 hours. Currently there is no way to do this using the SLA system.

[craigbrass]

Just create multiple Schedules and SLA Plans. One for weekdays and one for weekends.

[Siora]

Originally Posted by craigbrass

Just create multiple Schedules and SLA Plans. One for weekdays and one for weekends.

I tried that but it doesn't work because when you bind one SLA to a department and priority, the other SLA does not get taken into account, it gets over ridden. I actually had to create a seperate "weekend support" priority in order for it to work but clients would never know to select that. Does anyone have a working example of this?

[craigbrass]

Oh yea, I see what you mean. I just have the one SLA plan and just assumed that you would do that if you needed something like this. Apparently not. There needs to be a way to do this in my opinion...

[Jamie Edwards]

This request has been implemented and will be available in Version 4.

[Varun Shoor]

Sorry for the confusion on this one. This request can already be achieved based on schedules.

Basically if your office is closed during the specific timeline then the system automatically 'adds' the closed hours into the overdue timeline being calculated. So if a ticket gets created with Overdue set to 12 hours in Friday evening then it would be something like:

Friday Evening Timeline + Saturday + Sunday + 12 hours

Which will make the ticket escalate by 12PM Monday.

Hope that clears it up.

Regards,

Varun Shoor