Hi all, is there anyway to slop the SLA time for afterhours. calls are logged with a 4 hr deadline but are only attended to in the morning & thus the calls are out of SLA & the escalations happen (albeit in the morning).
when you use the SLM part in the SLA you define the hours on which the SLA takes place. So if you define for example a 5*9 window the SLA will always fall in the support hours between the defined date. If you do not have the SLA module I have created a workaround for this using a field called internal target date. This copies certain values and will recalc the sla within service hours.