Working ours must be possible to be set individually by technician. The site only option is not enough.

The way the Manage Engine do the Working Hours does not fit most of customers in this case, MSP mainly. You have for each individual, different lunch times, different shifts, etc.

One Example:

Here in Brazil our customer have a 24 hours operation. It has four teams working 6 hours shift each team.

The customer SLA is 1 hours, then we have the problem. The SDP group set automatically  the ticket for a technician but it dos not consider the time shift the technician works. Then, if the technician isn’t on duty, the service desk will assign the ticket anyway. 

If is there any better way than this to solve this issue, it is one thing we would like to know.