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

Irene M · ‎09-22-2023

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 M · ‎09-22-2023

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

View solution in original post

AndersBGS · ‎09-22-2023

Hi @Irene M ,

you need to create a schedule in your SLA so that you can exclude weekend and holidays.

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

AndersBGS · ‎10-02-2023

Hi @Irene M ,

if my answer has helped with your question, please mark my answer as accepted solution.

Best regards

Anders