Incident IQ automatically excludes weekends and non-working hours from SLA calculations. Working hours are automatically set to 7:00 AM to 3:00 PM Monday through Friday, but the iiQ support team can update these hours.

You can set up holiday exclusions for SLA calculations by adding them to the Incident IQ Calendar, just make sure you select the Break or Holiday event type in the drop-down.

I can’t seem to find the calendar settings any more in IIQ. Was this removed from the Admin menu? We would like to block off weekends, school breaks and holidays so that our Waiting on Requestor stale calculations are not including those days when our staff isn’t here.

​@HWeddle 133a03 msad75 Great Question! Calendars are located under the dashboard: 

Hi Kathryn - thanks, I guess the location changed since this post originally went up. Can you confirm whether the waiting on requestor functionality can have rules assigned to it based on school breaks like the SLAs can? We have instances where there is a school break, and our tickets close due to no response, but there was no response because it was school break.

​@HWeddle 133a03 msad75 As I understand it, within the SLA, you would need to exclude that status from the SLA. 

By default SLAs exclude weekends and non working hours. If you set up an additional holiday exclusion, you can create an event in the Incident IQ calendar and create an event. It needs to be marked as either a Break or a Holiday in the event type. That should prevent the SLA from running during that holiday. I hope this helps