Feature Request: Pause SLA During Lunch Hours

[ksoniyacs]

Is your feature request related to a problem? Please describe.

Currently, SLA timers keep running during lunch hours, leading to violations when no engineers are available. For example, if a user creates a ticket during lunch, it immediately counts towards SLA time, even though no one is there to respond.

Feature Request:

• Add an option to pause SLA tracking during lunch hours.
• Ensure tickets created during this time do not get violated unfairly.

Can you Please consider this as a high-priority request.

Describe the solution you'd like

No response

Describe the alternatives you've considered

No response

Additional context

No response