We have business units that have different business hours than, say, our Level 1 Helpdesk team. As it stands now, ServiceDesk won't allow me to apply different business hours to the same SLA level. There should be a way to apply a different set of business hours based upon the Service Queue an incident currently resides in.
For example, if my Level 1 team works 7:30AM - 9:00PM, but my Apps_Queue_1 only works 8:00AM - 5:00PM, a Level 1 technician should be able to send an incident to the Apps_Queue_1 queue at 7:45PM and based upon that assignment, apply the business hours of 8:00AM - 5:00PM, meaning that the SLA late dates for Initial Response and Resolution would be calculated from the next business day at 8:00AM, as the hours for Apps_Queue_1 have expired for the day.
The only way I can do it now is to create new SLA levels for each business hours configuration. So, if we have 7 different incident priorities, to cover just 2 sets of business hours I'd have to create 28 different SLA levels - 7 for each Initial Response SLA (x2 business hours configurations) and 7 for each Resolution SLA (x2 business hours configurations), then all of the appropriate rules to set them accordingly using the OnIncidentReceived and on TicketAssigned rulesets. That seems like an awful lot of work when I could just use those two rulesets, and based on the queue assignment, apply a business hours configuration without changing the SLA timing (a low priority incident would still have a 1 day initial response time, but the late dates would be dependent on the business hours configuration).
Has anyone else been in this scenario? If so, how have you worked around it?
