An incident is never "fulfilled"; it is always "resolved." The fulfillment process applies to service requests, whereas incidents follow the lifecycle of Created → In Progress → Resolved → Closed.
Definition of "1 Working Day": It depends on the business rules. It could mean:
24 hours (if calculated in real-time, without business hours)
9 hours (if following a standard 9-hour workday)
8 hours (for an 8-hour shift-based working day) Always clarify with the business what "working day" means in your specific SLA setup.
Resolution Time Depends on the Assignment Group: The platform cannot enforce the resolution itself but can track and notify how much time is left before breaching the SLA. You can create a Resolution SLA for Priority 1 incidents and configure it to operate on a 24x7 SLA schedule, ensuring high-priority incidents are always monitored.
