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Business Hours for Groups

Feature Request and seeing if this would be useful for any other FS users.

We are a managed service provider with a remote service desk and local technicians on each of our sites. The technicians work Mon - Fri but my SD agents work Sunday - Fri. As such I had configured one default policy for Business hours which included Sunday 07.00 - 15.30.

However this was having a knock on effect to the overall SLA stats as none of the onsite technicians work that day but the tickets assigned to them are considered "live" on a Sunday and were subject to be breached if the due time hit on that day.

To get around this, it would be good to be able to assign Business hours to apply to certain groups which would mean I could set up two policies for the SD agents and the onsite technicians to get a true representation of the SLA stats.

Interested to hear anyone's thoughts on this or if they have managed to work around this issue with their existing config.



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