Although many business have a Mon-Fri work week, the observed holiday/days closed schedule can vary greatly-- i.e., some observe Veterans'/Presidents' Day and others do not. Our research/academic facility has a 6 day Winter Break each December. Currently, Web Help Desk only recognizes a global work week schedule without one-off exceptions. A simple calendar exception feature would be crucial in successfully complying with an SLA, pausing the clock ticking towards Ticket completion time when observing holidays.
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