Check if within business hours

[Esteban Borja Lopez]

Hello community, 

does anyone know how to can I set an expression on an automation rule to trigger an action or another based on the event execution timestamp is within business hour or on non-business hour?

This is applicable to an SLA for which times differ depending on the moment an incident is raised. The logic is basically as follow:

1. Ticket is created at e.g. 10am local time
   1. SLA time to set: 15 mins response time and 2 hours resolution time
2. Ticket is created at e.g. 4am local time (as it is raised by a team in a different timezone)
   1. SLA time to set: 1 hour response time and 8 hours resolution time

Been unsuccessful at finding a solution for this by reading the documentation and the forum threads... any help out there?

If you reached this far on this post, I want to thank you in advance for the time you dedicated! :)

Regards,

Esteban

[Good For You]

You might want to handle this by creating separate SLA rules based on business hours using time-based conditions or schedules. Some platforms allow you to define working calendars and trigger different actions accordingly.

If you're still exploring practical solutions or real-world service setups, you can also check out this local business as an example of how structured processes and service timing are handled in operations. It may give you a better idea of how to align workflows with time-based conditions.

[Trudy Claspill]

How are you defining "local time"? Is that a specific timezone always?

[Esteban Borja Lopez]

it's defined per project (each one is on a different location). Every time I create a ticket im defining the corresponding timezone on a custom fields (which I use later on for different purposes), irrespective of the reporter account settings.

Im using e.g. {{issue.Created.SetTimeZone("Europe/Rome")}}