Configure and manage operational hours for the Sites, Support Groups, and Regions configured in your application. Operational hours are used to calculate request completion time, SLA, or time spent by technicians on the requests. Operational hours enable you to configure critical automations during business hours.
Use case: For instance, you can set region-specific working hours (e.g., 9–6 local time) for global support teams in New York, London, and Singapore to ensure accurate SLAs and technician availability.
To configure operational hours,
Go to Admin > Organizational Details > Operational Hours.
Click +New to create a new Operational Hour.
Assign a unique name and description for the operational hour.
Under the Applies to field, select the relevant sites, groups, or regions.
Under Working time, select either Round the clock (24 hours) or Standard working hours.
For Standard working hours, use hour/minute selectors to set exact working hours.
Add break hours within operational hours if required. Specify start and end times for breaks. A maximum of 3 breaks can be configured in a day.
Under Working days, select the days of the week and choose which days to have standard working hours, custom working hours or even mark non working days.
Under the Exclusion Rule section: You can now either mark specific recurring days (e.g., second Saturday) as non-working or assign custom working hours (including break hours), such as 8 AM to 4 PM. A new exclusion type, Alternate, is also available. If selected, a start date is required, and the exclusion rule will apply to every alternate week from that date. For example, alternate Mondays starting from August 4 can have working hours set to 8 AM to 1 PM.
Click Save.
From the list view, you can perform the following actions
Click the Actions icon to edit, delete, or associate a site/group to an operational hour. You can also set the default operational hour.
To bulk delete, select the operational hours and click Delete icon on the toolbar.
Click an operational hour name to expand and view the regular hours and associated special operational hours.
Use the Filters drop-down to view operational hours based on the applied sites, regions, or groups.
Use Special Operational Hours to configure temporary schedule adjustments for special events or holidays.
Use case: For instance, you can use special operational hours to temporarily reduce or disable support hours during year-end change freeze (e.g., Dec 25–31) to reflect limited staffing and prevent SLA breaches.
To configure special operational hours,
Go to Admin > Organizational Details > Special Operational Hours.
Click +New to generate a new special operational hour.
Enter a name and brief description for the special operational hour.
In the associated operation hour field, select a default operational hour or an existing operational hour to apply changes upon.
Under Schedule, Specify the start and end dates for where the changes will take effect. If the changes recur yearly, tick the Repeat every year checkbox.
Under Working time, select either Round the clock (24 hours) or Standard working hours.
For Standard working hours, use hour/minute selectors to set exact working hours.
Add break hours within operational hours if required. Specify start and end times for breaks.
Under Working days, select the days of the week and choose which days to have standard working hours, custom working hours or even mark non-working days.
Under the Exclusion Rule section: You can now either mark specific recurring days (e.g., second Saturday) as non-working or assign custom working hours (including break hours), such as 8 AM to 4 PM. A new exclusion type, Alternate, is also available. If selected, a start date is required, and the exclusion rule will apply to every alternate week from that date. For example, alternate Mondays starting from August 4 can have working hours set to 8 AM to 1 PM.
Click Save.
From the list view, you can perform the following actions:
Click the Actions icon to edit or delete a special operational hour.
To bulk delete, select the special operational hours and click the Delete icon on the toolbar.
Click on a special operational hour name to expand and view the special operation hour schedule and the associated operational hour.