Display data to Customer when SLA is not in hours

[mjunek]

Hi all,

I'm currently in the process of getting OTRS running to run as the external facing helpdesk of our company.
Each of our customers have signed different SLA and support hour agreements with us.

To implement this, I have created a Service per Customer (eg - 'Company X Support') and an SLA per support hour agreement (eg 'Mon-Fri, 9am-5pm').
A customer will only ever have one 'Service' wich will only ever be linked to one SLA. We need a message displayed "You are currrently out of your contracted support hours. This ticket will not be processed until your contracted support time starts. If you require immediate support, please call our helpdesk for escalation. You will be charged for ticket escalations outside of your contracted hours" if they are outside of their contract.

Basically, on the Customer front-end, once the user selects their Service (and defaulted SLA) - is it possible to have the system display a message when they are out of the SLA Calendar hours? If so, how do I go about implementing it?

Cheers
Michael