I am implementing an SLA that must be resolved within 12 hrs, irrespective of Operational Hours, which are 07:00 - 19:00 Mon - Fri. Saturdays and Sundays are not considered Operational Days.

It appears that even though this is configured to be irrespective of Operational Hours the clock does not tick on a Saturday or Sunday, therefore, if a call raised at 18:30 on a Friday is subject to that SLA, the DueBy Date is not until 06:30 on the Monday, using 6 hrs from the Friday and 6 hrs from the Monday.

Shouldn't 'Irrespective of Operation Hours' cause the clock to tick on the Saturday and Sunday also, giving a DueBY Date of 06:30 on the Saturday?

This appears to be a bug for me.

I am running version 8.1.0 Build 8126

Much Appreciated