Create Business Hours

Use the Business Hours window (accessed from within the Business Hours Manager) to create Business Hours. Business Hours are the times that your service desk is operational. When you create Business Hours, you define:

  • General properties: Name and description.
  • Time zone: Time zone to use for the date and time definitions.
  • Default Hours:
    • Days: Weekdays and weekends.
    • Hours: Ranges for each day (from-to).
  • Exceptions: Optional: Month/day/hours that are exceptions (example: For a holiday).

If a Business Hours Manager was installed as part of a Protected mApp™ Solution, you can edit all fields except for Name and Description and then save the item. If a new version of the same content-protected mApp Solution is installed at a later date, your changes are retained.

To create Business Hours:

  1. Open the Business Hours Manager.
  2. Select a scope and subfolder (if needed).
  3. Select Create NewCreate New Button.

    The Business Hours Properties window opens.

  4. Define general properties:
    1. Name:

      Provide a display name to use within CSM (this property can be searched in CSM Item Managers).

    2. Description:

      Provide a description to use within CSM (this property can be searched in CSM Item Managers).

    3. Time zone:

      Select a time zone to use for the date and time definitions.

      You have the option to select Server Time Zone to set the time based on the server that is using the Business Hours (Cherwell Application Server, Automation Process Service, Scheduling Service, etc.). The Time Zone feature should only be used with a three-tier connection. A two-tier connection causes undesired results.

  5. Define Default Hours:
    1. Days: Select the days for which the Business Hours apply.
      • Weekdays (Monday-Friday)
      • Weekend (Saturday, Sunday)
    2. Hours: Select the hours for which the Business Hours apply.

      You can divide the daily hours into multiple sections (example: To include a lunch break, you can define the hours as 8:00AM-12:00PM and 1:00PM-5:00PM).

    3. Show all days: View and define each day of the week separately.
    4. Closed: Define range of days in which the business is closed.
  6. Optional: Define Exceptions:
    1. Select the day/month/year to define.
    2. Select an Action:
      • No exception: The business is open during the default Business Hours.
      • Closed: The business is closed for the entire day (example: Holiday).
      • Custom: The business is open for a specific period of time that differs from the default Business Hours.
  7. Select Save or Save As.