Combining 24*7 and service hours (deadline calculation)
According to the SLA we agreed with our customer, we provide both 24*7 support and support during service hours. The first for incidents and service calls with both the highest impact and the highest urgency. The latter for low impact and low urgency incidents.
When calculating the deadline for first class incidents (high impact, urgency => 24*7) public holidays should NOT be taken into account. This service is provided 365 days per year. For fifth class incidents (low impact, low urgency), however, public holidays are not part of the service window.
Is it possible for HP Service Desk 4.5 (service pack 14) to calculate the deadline correctly independent of the seriousness of the incident?