Business hours in SWSD are based on the hours you offer support to your end-users. Administrators define business hours that align with your service desk's business rules, Service Level Management rules, and reports.
The dropdown menu lets administrators select days, times, and even holidays recognized per location.
Setup > Account > Business Hours.
Configure default business hours
Navigate to Setup > Account > Business Hours.
On the Business Hours screen, click Create a new business hours record.
In the pop-up on the right, enter a name and a description, and then click Create.
Click the grey triangle to the left of the new record's name.
Edit workday hours as needed. When you hover over the row of any given day of the week, a pale grey arrow appear and you can define the specific hours.
When finished, click Update.
Business hours records by site
Business hour records need to be defined per site. If all of your sites provide the same support hours, you can rely on one set of default business hours. If your support hours vary per site, a unique business hour record must be created per site (example: U.S. Business Hours, APAC Business Hours, EMEA Business Hours). Repeat the process above to create new sets of business hours for each site.
Scheduled Time Off
SWSD provides the ability to manually define days where business hours are not in effect, for example:
- Company off-site days
- Election days
You can also import predefined holiday calendars.
To import holidays:
Click Import Holidays and from the dropdown select the holidays you want to import. You can select more than one set of holidays at a time using the check marks to the left of each holiday set name.Make sure to deselect holidays that are not relevant to your organization.
When finished, click Import Holidays.
To add a business day where business hours are not in effect:
Click Add Time Off.
Create a name, for example, Election Day.
Click in the Begin Time field. In the pop-up, select a date from the calendar and use the drag buttons at the bottom to select a start time. Click Done.
Click in the End Time field. In the pop-up, select a date from the calendar and use the drag buttons at the bottom to select an end time. Click Done.
Click Create Time Off to save.