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After hours are still considered in SLA

Hi there,

We have predefined first time to response and time to resolve which our agents have to make. Time zone, working hours and public holidays are set in SLA calendar. However, after hours are still considered making our SLA useless. Do you have an idea why this is happening? And how I should fix it?  

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Do you think you could past in your calendar and SLA rules so we could help figure it out?


Hi Susan,

Your request made me realized that the calendar was not associated with the issue type correctly. Thank you. 

Great.  Canyou accept the answer

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