Hi mate.I'm using the latest version available.I created a new SLA rule with 4 hours.Will the system start counting 4 hours from what time? Are they sequential hours or business hours?Tks
Q: Will the system start counting 4 hours from what time?A: From the time the ticket is created.Q: Are they sequential hours or business hours?A: They are sequential, osTicket does not currently account for business hours when calculating SLA
As a side note for the future "latest version available" does not convey to us the version that you are running.
v1.10For a future version I suggest implementing the hours of operation of each department and that the SLA obey this schedule.
Thank you for your suggestion, I second it and believe it has already been suggested by others as well.