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Can Business Hours impact Internal Tickets?

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Yes, they can. When an internal ticket is created, an Internal SLA is associated with it. So the functioning of the SLA clock in this scenario depends on the Business Hour defined in the Internal SLA.

As for Cases, when you set up business hours, the time elapsed on an Internal Ticket during non-business hours is not calculated while measuring the SLA.

To know more about Business Hours, click here.
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