I have a specific scenario that I cannot seem to fit with the configuration options in ServiceDesk Plus that would use Operational Hours, Business Rules and Notifications.

I am checking to see if anyone here has some suggestions.

I have two groups of technicians in two different time zones.

I want 24 hour ticket creation notifications, but directed between the two groups.

Here are the time windows I want the groups to get notifications of new tickets (times below are time zone of Group 1):

Site 1 Operational Hours (what I want, but is not allowed): Monday - Friday 8am - 2am

Site 2 Operational Hours : Monday - Friday 2am - 8am

Site/Group 2 covers Monday-Friday, 2am - 8am

Site/Group 1 covers Monday-Friday, 8am - 2am

Site/Group 1 covers Saturday - Sunday (In reality starts 2am Saturday morning and ends 2am Monday morning)

For example:

Ticket for a requester in Site 1 made at Monday 2am would notify Group 2

Ticket for a requester in Site 2 made at Monday 8am would notify Group 1

Ticket for a requester in Site 1 or 2 on Saturday would notify Group 1

Operational Hours does not allow crossing the midnight time. Meaning, it will not allow me to set a start time of 8am and end time of 2am. And I cannot make a second operational hours range for a Site. The only way I see to do this is change the time zone to 2 hours earlier for Site/Group 1 so that it looks like 6am - 12am (really 11:45pm as 12am is not even allowed).

I was going to use a Business Rule to notify the groups if the ticket was created "Outside Operational Hours" of the other site.

However, since I can only set 1 Operational Hours per Site, I now cannot set a rule for Saturday & Sunday. In that example, a ticket created by a requester in Site 1 will *not* notify Group 1 of the ticket as it is Outside Site 1's Operational Hours which is what I want.

I hope this makes sense. Is there any way I can get these notifications to work the way I want using the Business Rules or anything else at my disposal?

Thanks.