In my company we have 3 groups of users that do support. Each of them has their different work schedule:

Team 1 - 8:00 - 23:00 Mon-Sun

Team 2 - 9:00 - 18:00 Mon- Fri

Team 3 - 9:00 - 18:00 Mon- Fri

The SLA time we have on ServiceCatalog Items is based on the work time of whole support team (in my case 8:00-23:00) ( I just guess this, dont know this for sure).

When new Request arrives after 18:00 teams 2 and 3 are unable to complete it in SLA because they are at home already.

It would be great if I can have some functionality to manage this situation.

Thnx in advance