Osticket: SLA with Business Hours

Created on 15 Feb 2018 · 5Comments · Source: osTicket/osTicket

It could be very usefull to have a SLA that are calculated in the business hours (for example excluding saturday/sunday and night hours).

Thank you!

Source

cervedgroup

👍6

Most helpful comment

Sorry it took forever to implement the feature - but Business Hours is now a reality - see #4984

protich on 12 Aug 2019

❤1 🎉1

All 5 comments

You might want to edit the title to include the words "Feature Request".

Although i think that this would be covered by:
https://github.com/osTicket/osTicket/issues/2131
-or-
https://github.com/osTicket/osTicket/issues/1168

ntozier on 15 Feb 2018

LOL yes is like a mantra .. i hope to see it before leaving this world :-)

cervedgroup on 15 Feb 2018

I would like to SET Bussiness Hours by:

Users
Departments
Teams

If I have few users with different Bussiness Hours and ticket is set to Department then Business Hours should be taken from department.
If ticket is assinged to specyfic User then Bussiness Hours should be set to User Bussiness Hours

But if user is in Vacation Mode then SLA should still running as client can't wait so long, and this is the case for manager to move some tickets internally beetwen Users in our Company.