Ask:

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When we open the SLA's, From the SLA Items gird when we click on the Business Hours, it is suppose to navigate to the Customer service schedule but rather it is navigating to Holiday schedule.

We have been informed that it is currently expected that This is because both Holiday schedule and customer service schedule are URL(observed in the Site map editor). Both of them are displaying same entity(calendar) records but in different views.

while opening holiday schedule records we see them opening in main form whereas for customer service schedule they are opening in quick view from.

while opening records in the column of business hours in SLA items system tries to open in the main form hence users are observing the navigation to holiday schedule.

Request:

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we will be appreciated if we can have the feature of opening the Customer service schedule rather than the holiday schedule while clicking on Business Hours.