0 Replies Latest reply: Aug 31, 2012 8:49 AM by Diane Plourde RSS

SLA Target calculated incorrectly to next day for Incident Respond

Diane Plourde

I have a business time segment set up for Low and Med priorities that specifies available time for request-based Respond target of M-F 8:00AM-5:00PM. The Incident is opened outside of the window ie. Sunday night at 8PM. Rather than the SLA respond target of Monday 5PM being attached, a target of Tuesday of 8AM is attached. The SLA target specifies a goal of 9 hrs. Can someone tell me how to adjust this target so the target for respond if the ticket is opened on a weekend is Monday 5PM? Same thing happens if the ticket is opened at say 6AM. Instead of the target for respond being 5PM the same day it is 8AM the following morning.