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Skip Coverage Window

in Fusion Service

Summary:

I need your 2 cents on a unique SLA use case

 CONTRACT & COVERAGE

 Coverage - 8 AM to 6 PM Monday to Friday

But, SLA Contract will pick a time window (say, 9 AM to 5 PM) with Next Coverage flag = Yes

SERVICE REQUEST

When SR comes in 10 AM Monday, so, SLA starting point should be 5 PM (even though coverage is from 8 AM to 6 PM)

Unfortunately, this skip time window should only happen "once"... 

This means, next business day (Tuesday) , all hours from 8 AM to 6 PM should be used in SLA Calculation

This "Availability" is not extensible - I cannot add a custom field "Next Coverage flag" anywhere in this screen.. Let alone, use this flag in the SLA calculation

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