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Can you define the given SLA dependent on the day of the week received?

I would like to set a shorter SLA on requests received on the weekend compared to those received anytime Mon-Fri (does not need to be business hours). Is this possible?

Accepted answers

yes. you simply leverage Calendars. You can define different calendars for different periods and SLAs. Please reference this article.

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yes. you simply leverage Calendars. You can define different calendars for different periods and SLAs. Please reference this article.

I looked further into this and you can use the different Calendars for different types of cases but can you have the relative day define the goal (Sat => 8h whereas Mon => 4h) for the same Issues?

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