Workflow not considering the Operating Hours defined in the Service Levels

[former_member672705]

I want to send an email reminder to the agent who owns the Service Ticket 3 hours before the "Completion Due" Date/Time

I am able to create a workflow as below

Busines Object = Ticket

Timing - Scheduled

Event = Completion Due

Relative Time = Before 3 Hour(s)

This works fine and triggers an email notification 3 hours before the Completion Due

The issue however is that the Service Level of the ticket has Operating Hours defined as 10 AM to 10 PM. The workflow's relative time (before 3 hours) does not consider the non-operating hours and considers the whole day 24hours to trigger the reminder e-mails

Example:

If the Completion Due for the ticket s Tomorrow 11 AM, the workflow sends the reminder Email to the agent at 8.00 AM (11 AM - 3 Hours) Tomorrow.

Ideally i would want the reminder to be sent Today at 8.00 PM today considering only the working / operating hours (10 AM to 10 PM)

Can this be achieved through workflow or any other way?

Thanks in advance for your suggestions/thoughts