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SLA configuration is not working

Fanny Rugerio
Fanny Rugerio
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August 13, 2021

We configured our SLA to work only M-F from 9 to 5, but when a customer creates a ticket the SLA keeps counting even on Saturdays and nights bringing our SLA metric way up. 

Can you please advise?

sla.PNG

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Jack Brickey
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August 13, 2021

Could you share a screenshot of your 9-to-5 calendar? As well please share a screenshot of the SLA that his counting incorrectly. 

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