How many hours does “1 Day” have in SLA configuration? Does that follow 1 Day with Operational Hours or 24 Hours?

By default, SLAs will be calculated based on 1 day of operational hours of the respective organisation and not as 24 hours.
However, If you want this duration to override the operational hours, the select the check box beside Should be resolved irrespective of operational hours while configuring SLA. By selecting this, you will be overriding the operational hours of your organization and the due by time will be calculated from the creation time without taking into consideration the holidays and operational hours.

 

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