I have very precise requirement regarding to SLA: If issue is created in first 5 working days of the month, then SLA is X hours. Otherwise it's Y hours.
I created custom calendar and added Holidays. Can it be used to generated SLA rule as stated above?
But doesn't it work for first week and not first 5 working days? What if there are some holidays (for example 1st and 3rd day of month are holiday) and 5th working day is on second week of the month?
Also - This works only on current month. Consider following: for issues on first days of the month we got 12h, on rest 20h.
On 1st November we get an issue. It is resolved in 16 h, so it's overdue. When I generate report on 1st December regarding issues closed after SLA will this issue show? It's now not in first week on the current month.
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