One of my goals this year (2012) is to migrate to the Kace Service Desk and the biggest hold up for me is putting in hours of operation. Writing SQL queries to pull SLA's will be very difficult considering other Ticketing systems provide this feature.
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I don't know if there is anything on the road map. You could check http://kace.uservoice.com/forums/82699-k1000 to see if they have it planned or not. Even suggest it.

Depending on what you are doing, you can create ticket rules that would look at the time the ticket was created and based on the time, would trigger changes to the ticket, put it in a non-working ours category. A variety of things could be done via the ticket rules.
Answered 02/07/2012 by: nshah
Red Belt

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