Our working hours are very straight forward. We work from 8:00 to 17:00. We don't drop what we are doing midway at 17:00, but we will finish things up at the point and try to move to the next day what we can. Of course we try to solve all tickets before the SLA is violated, but we're not going to work overtime for ticket where the SLA is violated. When we report about tickets with a violated SLA we report about amount of business hours breached.
I would like to have the option to change the clock ticking in the top right to show the amount of office hour it has breached the SLA instead of the actual time has passed since resolution due time.
At the time of writing, I would like clock to say 32 office hours over due.
