Within your company settings it is possible to set whether the hours in the Layer are calculated based on clock or working hours. 

Clock Hours:        24 hours = 24 clock hours

Working Hours:   24 hours = 3 working days, based on the rule that 1 working day = 8 hours. Please note the working day will commence at 9am. 

This means that should your instance select working hours and apply an SLA of 24 hours to a case category then the resolve is expected within 3 working days and not the next day.

Regardless of which option you select the Layer will then calculate the case SLA deadline for you and allow for reporting on cases. 

How do I set the Case SLA Mode?

To set this simply follow these steps: 

1. Navigate to the settings menu by selecting  from the top right hand side 

2. Under Essentials select Company Settings

 

3. Open the Service tab and select your SLA mode:

4. Remember to press 

Useful Article: 

Understanding Cases: How to set a default SLA

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Author: Natasha Cox