What is the difference between Hours and SLA Hours when configuring a workflow rule?
- Autotask PSA
SLAs can have custom hours, which means there is the option to specify for a workflow rule to fire regardless of those hours or to respect those hours.
SLA hours will also consider the paused time that is put in place when you use a Ticket Status that is linked to the SLA Event "Waiting Customer."
For more on configuring custom hours for your Service Level Agreements, please see the articles mentioned in Additional Resources below.