Configuring support hours

In addition to specifying holidays, you can specify your core support hours. Escalations and service levels work with these support hours.

To configure your support hours:
  1. Start the Administration component.
  2. On the Service Level Management tree, expand the Calendars folder.
  3. Open the required calendar.
  4. On the Support Hours tab, right-click the required day, then click Modify Support Hours.
  5. Specify the required start and end times, then click Add.
    The hours are added to the Current Shifts list.
  6. Repeat as required for any shifts you might have, then OK.

To modify a shift, select it in the Current Shifts list, make the required changes then click Modify. To delete a shift, select it in the Current Shifts list, then click Delete.

Holidays

Holidays are dates defined as special cases among normal weekends or weekdays. Usually, they are used to define holidays when special working hours apply. The list of defined holidays and the current date determine which set of working hours apply.

To create a new holiday:
  1. Start the Administration component.
  2. Expand the Service Level Management tree, then open the calendar to which you want to add a holiday.
  3. On the Actions list, click New Holiday.
  4. The Holiday dialog appears.
  5. Type a name for the holiday, and set the date.
  6. To add a shift to the holiday, specify the Start time and End time, then click Add.
    The shift is added to the Current Shifts list.

To modify a shift, select it in the Current Shifts list, make the required changes, then click Modify. To delete a shift, select it in the Current Shifts list, then click Delete.

Do not add more than one shift to a holiday.

  1. Click OK.

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