Hi all,
Good day and trust work is going on smooth.
We have CA SDM running in our environment with 24/7 workshift on all prob_category.
The business requested for new categories to be created and have different workshift (08:00am- 05:00pm) on these categories. We created new a new Service Type which will be solely used for this categories.
We did test and realised the SLA didn't stop counting after 05:00pm and the ticket violate.
Is there something we didn't do right in all these?
I will be glad to have help on this as soon as humanly possible.
Thank you all in advance.
Warm Regards,
Amosu