Configure calendar, SLA, queues and types

Calendar — timezone, business hours and holidays.

SLA policy — rules are evaluated from the top. The first matching rule wins; if none match, defaults apply. An empty deadline field means that deadline is not tracked.

Queue — conditions, sorting, visible columns, assignment and members.

Request type — published workflow, form and default SLA. Channels: Online request and optionally Widget.

Always publish a workflow as a new version.

Keep automations narrow and always test them first.