Is it possible to exclude Weekends and Holidays in calculation of SLA Breach for incident tickets?

[Irene M]

Hi guys!

Is it possible to exclude Weekends and Holidays in calculation of SLA Breach for incident tickets? Currently our tickets are getting breach SLA even though it's Weekends/Holidays. We want our timer to stop running if the date is Weekend or Holiday so that our tickets won't breach.

[Hemanth M1 · Accepted solution]

Hi @Irene M ,

Use schedule in your SLA definaition as below and pick "8-5 weekdays excluding holidays" schedule which is Out of the box,

To add/remove holidays: Open this schedule and add/remove existing holidays per requirement.

Steps:

Open child Schedule :

Open Schedule entries , review add/remove holidays 

[Irene M]

Hi @Hemanth M1 thank you so much for responding to my question.

In your screenshot, the schedule 8-5 weekdays excluding holidays is that an OOB? or you created in yourself?

[Hemanth M1]

Hi @Irene M ,

its OOB, you can configure one if you need.                                                                                                                                            

[Irene M]

Thank you so much @Hemanth M1. I was able to fix it now. I accepted your answer as the solution.