ALERT: Datto Drive Cloud service will no longer be available as of July 1, 2019. For more information, see our end-of-life article. If you'd like to migrate your data to Datto Workplace, see our migration guide.
To learn how to download your Datto Drive Cloud data, please visit this article.

Datto Autotask PSA: What is the difference between Hours and SLA Hours when configuring a workflow rule?



What is the difference between Hours and SLA Hours when configuring a workflow rule? 


  • Datto 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.

Additional Resources

Was this article helpful?

0 out of 0 found this helpful

You must sign in before voting on this article.

Want to talk about it? Have a feature request?

Head on over to our Community Forum or get live help.