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Help Desk - waiting day limit not considering calendar

in Help Desk 3 comments

Hello Experts

We are facing some issues here in Help desk because the SR is ste to have 2 days of waiting a response maximum. Set by SVC_HRHD_IN_WAITING_DAYS profile value.

It works but not the way we expected.

SLA is set as 2 days and has a calendar associated to not count saturday, sunday and hollidays, but this profile option is ignoring this. therefore any answer given on friday is already closed on monday.

Can anyone help us understand what is happening? and how to solve it.

Thanks

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