Hi Sebastian,
As of now SLA escalations will be sent not based on operational hours. Hence Servicedesk will send SLA Escalation Notification exactly every four hours before the ticket is going to get violated without looking for operational hours. This model is as per design as of now and we will look to enhance to send notification within operational hours in future. Kindly let me know if you have any question.
Regards
Charles
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
As of now SLA escalations will be sent not based on operational hours. Hence Servicedesk will send SLA Escalation Notification exactly every four hours before the ticket is going to get violated without looking for operational hours. This model is as per design as of now and we will look to enhance to send notification within operational hours in future. Kindly let me know if you have any question.
Regards
Charles
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice