traartnrc
To get Service Time and Response Time to take the SLA into account you would have to modify the codebase as stated above.
The due date of a Ticket is either set manually by Agents or calculated and set automatically by the chosen SLA. Each SLA can be attached to a Schedule. Once an SLA is attached to a Schedule it will only calculate the time during the set days/hours within the Schedule. A Schedule can also be set at the Department level which will override the SLA’s default.
Cheers.
