Operational Hours

Operational Hours

Operational hours define the working hours of the service desk across various sites. Based on the time zone of the corresponding site, operational hours are used to calculate request completion time, SLA, or time spent by technicians on requests. You can also ensure that critical automations are executed during business hours via operational hours.

Role Required: SDAdmin

Configure Operational Hours   

  1. Go to Setup > Instance Configurations > Operational Hours.
  2. Click New and add an operational hour using the pointers below:
Steps Involved
Configurations
Provide the operational hour details
  1. Provide a name for the operational hour.
  2. Describe the usage and details of the operational hour.
  3. Select the sites and groups where the operational hour is applicable.
If no operational hour is associated with a site or group, the default operational hour will be associated.
Select the working time of your organization
  1. Select Round the Clock if your organization has 24 hours working system.
  2. Select Standard Hours if your organization has routine working hours. You can set the start and end time using the drop-down menus.
  3. Click Break Hours to schedule intervals in the working time.
  4. You can schedule break hours only for standard working time.
Select the working days of your organization
The configured working time will be populated as the working hours for the selected working days.
  1. Use the checkbox to select the days when your organization's services will be available. Unselected days will be considered as non-working days.
  2. You can also set a custom working time for specific days by selecting Custom Hours using the drop-down beside the weekday. Add your custom start and end times accordingly.
  3. You can schedule break hours for the days where custom hours are configured.
  1. Configure exceptions for certain weekdays
  1. You can exempt certain weekdays in a month from the configured operational hours.
  2. Select the weekdays when the exception should be applied.
  3. Set the custom hours and break hours to be applied for the exempted weekdays.
 
  1. Click Save.
 

 

You cannot specify custom working hours for all working days.  
You can set operational hours to end the next day. Overflowing working hours are indicated with icon.

List View Operations

  1. Click to edit, delete, or associate a site/group to an operation hour.
  2. To bulk delete, select the operational hours and click Delete on the toolbar.
  3. Use the Filters drop-down to view operational hours based on the applied sites or groups.
  4. You cannot delete or associate sites/groups to the default operational hour.
 

 
  1. Click an operational hour name to expand and view the regular hours and associated special operational hours. In the Special Operational Hours tab, you can:
    1. Click New to add special operational hours or use to associate existing special operational hours.
    2. Remove associated special operational hours by selecting them and clicking Dissociate
    3. Click to edit or delete an associated special operational hour.
 

 

Special Operational Hours    

Special operational hours can be configured for certain days in a year. Special operational hours are associated with operational hours to map the sites and groups where special operational hours are applicable. You can schedule the special operational hours, repeat them annually, add break hours, and configure exceptions.
Special operational hours are used to calculate request completion time, SLA, or time spent by technicians on requests. You can also ensure that critical automations are executed during business hours via special operational hours.

Configure Special Operational Hours

  1. Go to Setup > Instance Configurations > Operational Hours.
  2. Switch to the Special Operational Hours tab.
  3. Click New and use the pointers below to add a special operational hour:
 
Steps Involved
Configurations
Provide the special operational hour details
  1. Provide a name for the special operational hour.
  2. Describe the purpose of the special operational hour.
  3. Select the operational hours to be associated.
You cannot associate multiple special operational hours configured with overlapping time periods to one operational hour.
Schedule the special operational hour
  1. Select the start and end time for the special operational hour.
  2. Choose if you want to repeat the special operational hour every year.
Select the working time of the special operational hour
  1. Select Round the Clock if the organization has 24 hours working system during the special operational hour.
  2. Select Standard Hours if the organization has routine working hours during the special operational hour. You can set the start and end time using the drop-down menus.
  3. Click Add Break Hours to schedule intervals in the working time.
You can schedule break hours only for standard working time.
Select the working days in the special operational hour
The configured working time will be populated as the working hours for the selected working days.
  1. Use the checkbox to select the days when your organization's services will be available. Unselected days will be considered as non-working days.
  2. You can also set a custom working time for specific days by selecting Custom Hours using the drop-down beside the weekday. Input your custom start and end times accordingly.
  3. You can schedule break hours for the days where custom hours are configured.
  1. Configure exceptions for certain days

You can exempt certain weekdays in a month from the configured special operational hours.
  1. Select the weekdays when the exception should be applied.
  2. Set the custom hours and break hours to be applied for the exempted weekdays.
 
  1. Click Save.

You can set special operational hours to end the next day. Overflowing working hours are indicated with icon.


List View Operations

  1. Click to edit or delete a special operational hour.
  2. To bulk delete, select the special operational hours and click Delete on the toolbar.
  3. Click a special operational hour name to expand and view the regular hours and associated operational hours.



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