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include bank holidays in SLA calculations

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DanielFriedmann
Contributor.

include bank holidays in SLA calculations

We need to calculate how long a service call has been active to meet our SLAs.

It's quite easy to exclude weekends and all except for 08:00-18:00 Mon-Fri, but we cannot figure out how to enter bank holidays for each year into OVSD 4.5 SP24 and use that information if a service call is overdue or still within SLA.
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Gurevich
Super Contributor.
Solution

Re: include bank holidays in SLA calculations

Add holidays to Data/codes/general/free days in admin console. You can do it by data exchange
DanielFriedmann
Contributor.

Re: include bank holidays in SLA calculations

Many thanks for your reply, Gurevich. I've just added the bank holidays and could see that deadlines were postponed because of added days.