Configuring Business Hours

Business hours are the hours during which your business is conducted. Typical business hours can vary by location.
You can define multiple sets of business hours and holidays depending on your business locations and your SLA policy, such as the following:
  • Default
    The default business hours are included with ServiceDesk. The hours are set from Monday through Friday, 8:00 A.M. to 5:00 P.M.
    You can edit the default business hours to meet your organizations requirements. You can define the beginning and ending business hours, holidays, and weekend days.
  • Custom
    You can create additional custom business hours. For example, if a specific department operates through the weekend while other departments operate during the business week. Or a retail industry might require special project-level business hours.
  1. To configure business hours:
  2. In the
    Process Manager
    , go to
    Admin > Data > Business Hours
    .
  3. On the
    Business Hours
    page, do one of the following:
    Modify the
    Default Business Hours
    configuration.
    In the
    Default Business Hours
    row, click the
    Action
    symbol (orange lightning), and then click
    Edit
    .
    Create a custom
    Business Hours
    configuration.
    Click the
    Add
    symbol (green plus sign).
  4. On the
    Business Hours Configuration
    page, provide information for the following items:
    Name
    Provide a descriptive name that indicates the purpose of the
    Business Hours Configuration
    .
    For example, U.S. East Sales Team Extended Business Hours.
    Begin Business Hours
    Provide the time of day when the business hours begin.
    End Business Hours
    Provide the time of day when the business hours end.
    Holidays
    • In the
      Date
      field, enter the date of a holiday that is included in these Business Hours.
    • In the
      Description
      field, enter a description of the holiday and click
      Add Holiday
      .
      Note that holidays are excluded from the business hours.
    • Repeat this process for all of the holidays that apply to this
      Business Hours Configuration
      .
    Weekends
    Select any days which should be excluded from the
    Business Hours Configuration
    .
  5. Click
    Save
    .