Hi Lister,
Please help me in understanding the difference between the
configuration of Business Time Segment and Support Group Business
hours/Holidays(the tab Business hours/Holidays on the support group form)
Will the Business hours/Holidays on the support group form wont work without
Business Time Segment
Consider I have a created a Business Time Segment -Available-Level1-Timings
as 9 AM to 6 PM Monday to Friday the whole of this year and attached it to X
service target with a target time of 4 hours bound for a specific company.
Considering I have created a Holidays entry on Business hours/Holidays for
Support group say on 1 Jan09 but not created a UnAvailable segment for 1
Jan09 in the Business Time Segment .
If an Incident ticket is created for X service target on 1 Jan 09 and
assigned to that group,will the SLA breach occur on this Incident.Also how
can I releate the unavailablity period to the service target.
Iam on ARS 7.1
ITSM 7.x
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