I've learned that Service Desk can't handle a Helpdesk team that has multiple shifts. We used to only have one shift from 08:00-17:00. Now we have a later shift that works from 10:00-19:00. Our SLAs are set to kick in on certain states AND during business hours.
So here's my example. My late shift agent leaves a comment for a user near the end of his shift, which is outside that user's normal hours. This puts the ticket in a state of "Awaiting Response" which pauses the SLA clock. The user comes in at 08:00 the next day and leaves a response comment. This changes the state to "Assigned" which starts the SLA clock. Now my late shift guy who comes in at 10:00 is losing two hours on his SLA time, possibly causing an unfair SLA breach. Vice versa happens for the agents working 08:00-17:00 and a user comments after.
I imagine that a Shift Hours section is necessary that can be applied to agents and groups.These Shift Hours (if any) override the Business Hours for SLAs.
