It appears the the current SLA system is based on a 24 hour clock. I would like to request that an SLA be able to include time of day/day-of-week. Meaning the SLA could indicate that has a 4 hour grace, but also that it would only be enforced from 8am to 4pm and not on weekends. So a ticket created on Tuesday at 3 pm would only have 1 hour count towards the SLA/escalation until Wednesday at 8 am at which time the SLA clock would start again.

could be an useful feature to have

Thank you for the suggestion.

8 days later
6 days later

As I suggested in other post, you should look at: https://github.com/osTicket/osTicket/pull/419With slight modifications, it does exactly that :) Beware of the code, it will need some love though, but majority of it has been done for you.P.S. It does work with 1.10, but again - needs some code changes.

9 days later
a year later

I'm checking back to see if there is any chance that this feature will become a priority?

There's no way to tell, but you could take a look at the pull request posted by sperrow 

8 months later

@[deleted] Yes, It looks like there are 2 threads supporting the same feature enhancement. Unless I missed it, I don't think it's made it into the roadmap yet. Does anyone know if there is anything planned?

7 months later
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