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If you want the calculation to be based on a definite date and time set in the Issues field (e.g., Due Date), you need to must choose the “Negotiated date” SLA type.
Click the “Add new” “+ Configuration” button and choose “Negotiated date”.
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Start and Stop conditions
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For example:
If the issue’s Start event is Friday, 9 a.m., and the Negotiated date is set to be Monday, 10 a.m., when the support team has a weekend. Then, the system will exclude the weekend (non-working time) from the remaining time.
If the Negotiated date is set during the non-working time, then the system will calculate the time until the first working hour.
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Get more information about the Report generation here.
SLA Status in the Issue custom fields
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As a part of the SLA monitoring, you can set up the Automated action for the each SLA breach.
There are such Automated actions for the exceeded issues:
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