Setting Up Hours of Operation
The Business Hours page enables you to define the operational calendar for your company, including daily hours and schedules. For example, you can determine the response time for a technician to an incident or execute a business rule that escalates a call that has been open for a number of hours.
Business hours define how response times (such as those in escalations) are calculated. These response times are typically based on a specific hours of operation definition.
Add exemptions, such as holidays or days when the office is closed, to the calendar. You can have multiple lists, each with a unique name.
ViewING Business Hours
The Business Hours page lists the following default hours of operation schedules:
Select a schedule to see details.
CreatING an Hours of Operation Schedule
| 1. | From the Business Hours page, click Add New. The Add Hours of Operation window appears. |
| 2. | Enter information into the fields. |
--fields--
| Field | Description |
|---|---|
| Name | A unique name for your HOP schedule. |
| Whole day | Applies the schedule to a 24-hour day. |
| Overnight | Adds this service as an overnight (after business hours) service. |
|
Start End |
The start and end times (if you did not select Whole day) of your operation. |
| Time Zone | Your time zone. Choose from the drop-down list. |
| Recurrence pattern |
The number of occurrences. Select the pattern options according to the chosen interval. Select the interval (daily, weekly, monthly, yearly). |
| Range of recurrence |
The start and end date ranges for this schedule.
|
|
Hours of operation cannot span over multiple days. |
| 3. | Click Save. The yearly calendar appears with the active days highlighted in blue. |
Adding Recurring Exceptions
You can add exemptions to the hours of operation as a recurring pattern, or by entering individual dates.
| 1. | From the Business Hours page, click the name of a schedule. The schedule page appears. |
| 2. | Click Recurrent to add a recurrence pattern. The Add Exception page appears. |
| 3. | Enter information into the fields. |
--fields--
| Fields | Description |
|---|---|
| Name | A unique name for your exception. |
| Exception type |
The exception type. You can select one of these:
|
| Whole day | Applies the recurrence to a 24-hour day. |
| Overnight | Adds this recurrence as an overnight (after business hours) service. |
|
Start End |
The start and end times (if you did not select Whole day) of your operation. |
| Recurrence pattern |
The number of occurrences. Select the pattern options according to the chosen interval. Select the interval (daily, weekly, monthly, yearly). |
| Range of recurrence |
The start and end date ranges for this schedule.
|
Add Exception to Hours of Operation
| 4. | Click Save. The system no longer highlights the day and the exception appears at the bottom of the page. |
Results of Exception to Hours of Operation
Adding Manual Exceptions
| 5. | Click Manual Dates to add a manual exception, such as a half-day. |
| 6. | Enter information into the fields. |
--fields--
| Field | Description |
|---|---|
| Name | A unique name for your exception. |
| Exception type |
The exception type. You can select one of these:
|
| 7. | Click Add Hours of Operation  to add a row, then enter the date information. |
--fields--
| Field | Description |
|---|---|
| Date | The date of the exception. |
| Whole day | Applies the exception to a 24-hour day. |
|
Start Time End Time |
The start and end times (if you did not select Whole day) of your operation. |
| Overnight | Adds this exception as an overnight (after business hours) service. |
| Name | Optional. Name each row of the exception for future reference. |
| 8. | Click Delete  to remove a row. |
Delete an Exception from Hours of Operation
| 9. | Click Save. |
On the calendar, the hours of operation settings appear with an orange background. Exemption settings appears with a pink background and lists the exemption at the bottom of the window.
Modifying Hours of Operation
| 1. | From the Business Hours page, select the name of the schedule you want to modify. The calendar interface appears. |
| 2. | Click Edit  . The Edit Hours of Operation window appears. |
| 3. | Enter your information into the fields as described in CreatING an Hours of Operation Schedule. |
| 4. | Click Save. The hours are changed to the new settings. |