Will a change of business hours affect ticket metrics related to business hours and SLAs retroactively?

Question

I would like to change the business hours of my schedule. Will a change of business hours affect ticket metrics related to business hours and SLAs retroactively?

Answer

Adjusting business hours won't have a retroactive impact on ticket metrics and SLAs tied to operating times. This is because these metrics are assigned based on the current business hours at the time of their assignment, and remain unchanged even if the business hours are modified in the future.

For more information, see these articles:

• Defining SLA policies
• Setting your schedule with business hours and holidays