Often we receive reports that holidays have not been taken into account by the Service Levels. This tends to be down to an error in configuration (see below).
Check the following:
1. Holidays must be created prior to the start of the longest Escalation. (If an Incident has been created with an Escalation that reaches for 20 days for example and a Holiday is created to be in 10 days time then this particular Incident will not take this holiday in to account).
However the Escalation will be recalculated if you stop and start the clock on the Incident.
2. Within the holiday window, do not specify any shift, leave this completely blank.
The shift section is ONLY to be completed if different WORKING hours are used on that day.
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