/
SLA panel behavior for issues created outside working hours

SLA panel behavior for issues created outside working hours

This article explains how the SLA panel behaves when an issue is created during non-working hours.

Working and non-working hours example

  • Working hours: Monday–Friday, 9:00 AM – 6:00 PM

  • Non-working hours: Monday–Friday, 6:00 PM – 9:00 AM, and all day Saturday–Sunday

Scenario

  • A ticket is created during non-working hours and continues to the next day’s working hours.

  • No elapsed time is shown.

Non-working hours SLA Panel

  • If it is within non-working hours, the SLA timer is not expected to count, and there would not be an elapsed time in that case.

  • When the ticket continues during working hours on the following day, the elapsed time will start ticking as soon as the work day starts.

  • The SLA will be shown with a different icon indicating that it was created during non-working hours.

On the SLA panel, we do not provide an elapsed section until time has started ticking on the SLA.