Business Hours

Business hours calendars tell Service Desk when the SLA clock should run.

Navigation

• Calendars: /settings/business-hours
• Calendar detail: /settings/business-hours/{id}

What a Calendar Contains

• Name.
• Timezone.
• Weekly open and close windows for each day, including split shifts.
• Holidays with a date, name, and optional annual recurrence.

Each organization has a read-only 24×7 calendar. Assign other calendars on the Service Desk priority matrix.

Common Workflows

Create a Calendar

1. Open Settings > Business Hours.
2. Create a calendar.
3. Set the timezone.
4. Add weekly hours for each day.
5. Save.

Add Holidays

1. Open the calendar.
2. Add a holiday date and name.
3. Mark it annual if it repeats every year.
4. Save.

Use a Calendar on SLAs

1. Open Service Desk settings.
2. Open the Priority Matrix.
3. Choose a calendar on the impact and urgency cell.

Related Docs

• Service Desk
• Settings and Administration