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Datto Autotask PSA: SLA did not stop for a holiday

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Question

We had a holiday yesterday, but the SLA did not stop. Why is that?

Environment

  • Datto Autotask PSA

Answer

The business hours used in the SLA may be linked to the wrong set of holidays. To resolve, perform the following checks:

Check the settings of your SLA:

  1. Navigate to Autotask menu → Admin → Features & Settings → Service Desk (Tickets).
  2. Select Service Level Management.
  3. Edit the SLA in question, and check which location's business hours are used.

Check the holiday set associated to the above location and select the correct one:

  1. Navigate to Autotask menu → Admin → Features & Settings → Your Organization → Locations.
  2. Edit the location in question.
  3. Navigate to the General tab, and select the correct Holiday Set.
  4. Click Save.

NOTE: If you have selected "Custom Hours" under the SLA, you can select the holiday set to be used below the hours.

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