SLA to consider non-24x7 timeframes (e.g. weekends) [feature request]

[kristianrl]

I would like to see a feature for more customized SLA's.

The helpdesk function I'm running is not 24x7 (it's more like 9 hours 5 days a week) - so it is annoying that the system informs that tickets become overdue if they arrive during the weekend.
Right now, our settings is that the SLA is 24 hours, but the ideal solution would be to specify the helpdesk's opening hours, and then set the SLA to be 8 hours during opening hours.

[robintoy]

this is one of the main features missing from the system.
having a look on the web i see osT+ have made a great mode of SLAs which does this and more, odd question but can we ask them for it or maybe crib it if GPL?

[markus4000]

1+

[LeDistordu]

+1

[theking81]

+1

[cervedgroup]

👍 it could be very usefull to set working hours and sla coputed only during the working hours

[gaursh]

+1

[gaursh]

I requested for the same.

SLA custimization should have feature
1> to set Client working hrs
2> Exclude any Client Holdidays
3> Exclude Weekends(Saturday Sunday)

All tickets marked with SLA Plan should follow the time duration set.

Thanks

[gaursh]

#4969
Feature Request : for Custom SLA configuration #4969

[protich]

We now have a PR for the feature - #4984