Which SLA Duration Type should I select?

[MilanD]

I have a requirement where the support schedule is Monday to Friday, 6:00 AM to 4:00 PM, and Saturday to Sunday, 8:00 AM to 4:00 PM.

For Priority 3, the SLA target is 2 business days, and for Priority 4, the SLA target is 5 business days.

Which SLA Duration Type should I choose to achieve this requirement?

[Dr Atul - LNG]

You need to consider two different SLAs to cover these schedules and add conditions to distinguish incidents created on weekdays from those created on weekends.

Business days are available out of the box (OOTB), as you can verify in the existing configuration

[Tanushree Maiti]

Hi @MilanD 

You can try with selecting  OOB 

Schedule Source to SLA Definition

Duration Type dropdown as User Specified Duration.

https://www.youtube.com/watch?v=1Yw3VP9aXkU

You need to create 2 SLA  definitions in order to associate 2 different schedule entries with different timing.

Sla definition1 :  with schedule entries - Monday to Friday, 6:00 AM to 4:00 PM  , add start condition Priority 4,

SLA definition2 : with schedule entries Saturday to Sunday, 8:00 AM to 4:00 PM. , Start condition Priority 3