1. |
a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
c. |
On the Configuration panel, in the Business Hours and Holidays section, click Define business hours. |
2. |
For each day of the week, specify the hours of operation by providing the starting and ending time, by selecting the Open 24 Hours check box, or by selecting the Closed check box. |
3. |
Configure queues to use business hours in SLAs. See Configure ticket queues.
1. |
a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
c. |
2. |
Click Add Holiday to add a new holiday to the list. Click the Edit button next to a holiday to edit it: . Click the Delete button next to a holiday to remove it: . Holidays in the list can be filtered by year by selecting a year in the Filter by Year drop-down list. |
3. |
Configure queues to use holidays in SLAs. See Configure ticket queues.
You can set the expected resolution time for each ticket priority, and you can enable SLAs to take the defined business hours and holidays into consideration when calculating due dates. For example, if tickets with a priority of Low are set to be resolved in two days, and a Low priority ticket is submitted the day before a holiday, the holiday is excluded from the two-day resolution time when calculating the due date.
SLAs are based on the priority values defined in the queue, so these values should be defined before SLAs are configured. See Customize ticket priority values. In addition, SLAs can use business hours and holidays only if those hours and holidays have been defined. See Configuring Service Desk business hours and holidays.
1. |
a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
c. |
d. |
▪ |
2. |
Go to the Service Level Agreement tab. A row is displayed for each priority value defined for the queue. See Customize ticket priority values. |
3. |
4. |
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