Manage Work schedule
For every SLA Condition, you can add a specific work schedule.
Click My Calendars (default work schedule) in the configuration menu and select +Create new menu to add custom work schedules for different SLA configurations. Or select one calendar from the list configured before.
At the Add New Calendar menu you can choose:
name of calendar
the number of working days a week
time zone
the number of working hours per day
every day breaks
the days when your team is on holiday.
The time that issue spent in each status will be calculated according to the specific calendar you choose.
At the left menu bar of Configuration manager, at the Work schedules, you can view a list of all calendars created before. Also there you can create new, copy and delete existing ones.
Read about how to monitor data about SLA time status at the Report generation SLA Time and Report