Specifying Operational Hours

The operational hours define when the service level agreement is in effect. The service level clock stops running outside of those hours.

For example, if the hours of operation are from 9 to 5, Monday to Friday, then a new issue submitted at 4:59 p.m. on Friday is not going to trigger any escalation rules during the weekend. If the service level specifies an initial response time of 30 minutes, then the help desk has until about 9:29 a.m. on Monday before any escalation rules are triggered.

Note also that help desk analysts can stop the clock for specific issues (by setting the Escalation State to Paused). For example, the analyst may “hit pause” while waiting for more information from the end user.

To set the operational hours

1    In HelpDesk Web Admin, click the SLA tab.

2    In the Project list, click a project.

3    Click Service Levels.

4    Click the Operational Hours tab.

5    In the Start Time and End Time boxes, enter the working hours during which the service level is in effect. Type the times in the format 9:00 AM or 5pm.

6    Enter the number of working hours in a day.

7    Add holidays and other exceptions to the standard working hours.

a    Click Add.

b    Click the day you want to add.

c    Click OK.