The SLA applied to a ticket is determined by assigning an SLA Plan and a Region in order to determine how much time is allowed to complete an event (e.g. initial response, resolution), the working hours or public holidays during which agents will be available or unavailable to work on a ticket, and the timezone in which the working hours are applicable (see Apply SLA Management to your Tickets for full details).
In many cases the time allowed to complete an event is determined by a priority or severity and the working hours, public holidays and time-zone associated with the region is applied to all priorities when calculating the event due date/time (default region).
However, it is also possible to override the default region on a priority by priority basis to apply an alternative set of working hours and public holidays to be used during due date/time calculations.
For example, for tickets with a high, normal or low priority the supported business hours might be 9 am thru 5 pm, Mon to Fri, not including public holidays, but for urgent tickets the supported business hours are 247x365.
This can be achieved as described in the following steps.
Create an Alternative set of Working Hours
It will be necessary to create and alternative set of working hours (3) for use by a specific priority if a suitable set doesn't already exist.
Create an Alternative set of Public Holidays
There might also be a need for an additional set of public holidays for use by a specific priority (5).
Override the Default Business Hours for each Priority
Once the required working hours and public holidays sets are in place it is possible to override the values in the default region (i.e. the region assigned to the ticket) from within the SLA Plan tab (9).
The override can be applied to one or more events (8) and if necessary a different set of working hours and public holidays can be applied to the same priority across each event.
For example, there might be an agreement in place that all urgent tickets must receive an initial response within 2 calendar hours, i.e. on a 24x7x365 basis, but the resolution is required within 40 business hours or 5 business days.
Save the Configuration Updates
Once the applied changes have been saved the configurations will be stored in the SLA database for future calculations (10).
*Note: although new values will be applied to all new tickets any changes will not be applied to event timers that are already running until the next time a request is submitted to the SLA service to restart or recalculate the timer.
This usually occurs when there is change to the ticket status or priority, or when a repeating timer such as an update timer is restarted following an agent update.