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Feature Request: SLA based on time of day
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.