Business Hours and Holidays

Creating business hours

Business hours determine how due dates are calculated for tickets, SLA escalations, approvals, workflows and blueprints. There are three types:

• 24×7 (Always): for organisations offering round the clock support.
• Specific Working Hours: for example, Monday to Friday, 9am to 5pm.
• Custom Working Hours: different hours for different days, for example Monday 9am to 2pm and Tuesday 10am to 5pm.

Steps to create business hours

1. Go to Setup > Organization > Business Hours.
2. Provide a name, such as “Eastern Time Support”, and select the time zone.
3. Choose the operational hours type (Always, Specific or Custom), adjusting hours with the time block bars if needed.
4. Toggle Associate Holiday List to create a new holiday list or associate an existing one.
5. Click Save.

You can edit or delete a business hour later, but you must first remove any linked SLAs or time based rules.

Creating holiday lists

Holidays are exceptions to working hours and are ignored by SLA and automation triggers.

1. Go to Setup > Organization > Business Hours > Holiday Lists.
2. Click New Holiday List.
3. Provide a name, such as “UK Bank Holidays”.
4. Click dates in the calendar to add and name single or range based holidays.
5. Click Save.

A holiday list can be reused across multiple business hours. You cannot create two holiday lists with the same name, mark partial days as holidays, or clone a holiday list.

Associating holiday lists with business hours

1. Go to Setup > Organization > Business Hours > Holiday Lists.
2. Click the Edit icon beside the holiday list.
3. Enable Associate Business Hours and select the business hour from the dropdown.
4. Click Save.

A holiday list can link to multiple business hours, but a business hour can only link to one holiday list.

How SLAs use business hours

For example, with a 50 hour resolution SLA and business hours of Monday to Friday 9am to 6pm (9 hours a day), Saturday 9am to 1pm (4 hours), and Sunday off, a ticket arriving Monday at 10am would be due the following Monday at 11am.