I'd raise this as a support call if I were you
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We actually have this working in my environment, our response levels are set by region so there are like 30/40 different response levels based on the users calendar.
So it calculates the time as below
Users calendar then sets the correct response level along side the impact.
So for example a user in Northern Europe with an impact set as medium will have a response level of
Class1 - Medium - Europe turnaround 55hours unless put on hold
Another Example is a Middle East User having an impact as High
Class 1- High - Middle East 33hours unless put on hold
This runs through regardless of which part of the world the incident is logged or which SD has it.
We generally put an incident on hold when it's a specific category or when we are awaiting a 3rd party/customer response.
Not sure if that helps.