SLA setup when exceeding 24 hours resolution time, and calendar added.

[Theis Joergensen]

Hi Community, 

I have set up some SLA's and all are running with a 18/7 calendar. 

For low impact tickets we have 21 days to resolve. 

In order for this to calculate correctly which is below hours should I use. 

21 days X 24 hours = 504h

Or

21 days X 18 hours = 378h

Thanks a lot. 

Theis

[Walter Buggenhout · Accepted solution]

Hi @Theis Joergensen ,

If by an 18/7 calendar you mean that there are 18 working hours in a working day, then you should choose your second option.

During non-working hours, your SLA timer is paused. So don't include your non-working hours in the calculation.

Hope this helps!

[Theis Joergensen]

Hi @Walter Buggenhout 

Thanks, it surely helps. 

Our calendar is 06.00-24.00 CET all 7 days of the week so I will go with my second option. 

Brgds

Theis