Kalicharan - 2013-03-11

Hi all
I want to add work-shift for Organization so that our SLA management or SLT works according to the work-shift timing .

I mean to say if any support organization have work shift from 9 am to 6 pm.and TTO for a request is 5 Hour.
A request opened at 5 pm sharp then TTO deadline Should be (1+15+4=20) hour .

Please help if any one have idea about this.

Thanks and regards