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:
- DefaultThe 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.
- CustomYou 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.
- To configure business hours:
- In theProcess Manager, go toAdmin > Data > Business Hours.
- On theBusiness Hourspage, do one of the following:Modify theDefault Business Hoursconfiguration.In theDefault Business Hoursrow, click theActionsymbol (orange lightning), and then clickEdit.Create a customBusiness Hoursconfiguration.Click theAddsymbol (green plus sign).
- On theBusiness Hours Configurationpage, provide information for the following items:NameProvide a descriptive name that indicates the purpose of theBusiness Hours Configuration.For example, U.S. East Sales Team Extended Business Hours.Begin Business HoursProvide the time of day when the business hours begin.End Business HoursProvide the time of day when the business hours end.Holidays
- In theDatefield, enter the date of a holiday that is included in these Business Hours.
- In theDescriptionfield, enter a description of the holiday and clickAdd Holiday.Note that holidays are excluded from the business hours.
- Repeat this process for all of the holidays that apply to thisBusiness Hours Configuration.
WeekendsSelect any days which should be excluded from theBusiness Hours Configuration. - ClickSave.