u/Lazy_Cat-f

Our support team receives tickets and sometimes reassigns them to another team (e.g. Infra) for resolution. Once done, the ticket comes back to Support to close.

If Infra breaches the SLA during their ownership, the report still shows Support as responsible since they're the ones closing the ticket.

We have SLA warning notifications enabled but it's not preventing breaches from happening . How do you handle this?

Is there any way to add a discount % or amount to a PO other than adding a separate “Discount” item with a negative value?

Configuring Halo for a multi-region team and ran into a limitation.

Different regions have different working days — for example, the Middle East typically works Sun–Thu while Western regions work Mon–Fri. There doesn't seem to be a way to reflect this in SLA calculations without creating entirely separate SLA policies for each region.

The working days assigned to an agent only affect time tracking and resource booking, not SLA timers. So the SLA has no awareness of what days your agents actually work.

Workaround I can see:

- Create a separate SLA per region with the correct working days

- Route tickets to the right SLA based on the assigned team

It works but it's a lot of duplication. Has anyone found a better way to handle this?