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The term length of business day is the number of hours within a business day for an SLA, which is calculated using your preset calendars.

For example, if you set your length of business day as 6 hours and then entered an SLA value as 1 day, then Time to SLA would count this as 6 hours. 

For this you have two options:

  • You can set the length of business day to be calculated from the calendar,
  • Or you can set the length of business day as a custom duration.

On this page, you will learn how to define length of business day.

You can only define length of business day if you are creating a new calendar or updating an existing one.

To define length of business day

Go To Create a Calendar or Update an Existing Calendar (see Create a Calendar).

  1. Select Calculate from Calendar if you want the length of a business day to be equal to the length of the first working day in the week.


OR

  1. Select Use a Custom Duration if you want to set the length of a business day as a custom value.
  2. Enter a value for the length of a business day (i.e. 9h or 8h 30m).


    The length of business day will NOT be used unless you add or update the calendar.

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