Setting up your holidays and work schedules

You can configure the operating hours for your organization. The operating hours help to manage the technician assignments based on the schedules. This section provides information about configuring holidays, work schedules, and time zones for your organization.

The following topics are provided:

Key features

Based on your requirements, you can create multiple work schedules and holidays with the following features:

  • The first day of your work schedule is based on the value selected in the Calendar Settings. For more information, see Configuring system settings.
  • You can assign a specific work schedule when configuring a priority, a technician, or a business rule.

Setting up your work schedule

You can configure your work hours based on your availability and preference. Setting up your work schedule helps to manage ticket assignment and due date calculations. If a service level agreement is applied to your records that you are assigned to you, the work schedule also helps to calculate the milestones.

  1. On the header bar, expand the hamburger menu , and select Configuration.
  2. Click Application Settings > Operating Hours > Work Schedules.
  3. Click New.
  4. In the Work Schedules dialog box, perform the following actions:
    1. In the Work Schedule Name field, enter a name.
    2. For the Select Clock option, select a preferred option.
      The Time of Day area of the window refreshes based on the selected clock format.
    3. In the preferred Working Hours section, click and drag the slots that represent the days and hours when your organization is open for business.
      Each slot represents a half hour and the selected slots are shown in grey. For example, if your normal business hours are 8:00 AM. to 4:00 PM, Monday through Friday, you can click the half-hour slots for this duration. 
    4. Click Save.
  5. To add a holiday to your work schedules, perform the following actions:
    1. On the Holidays tab, click Assign.
    2. In the Select Holiday dialog box, select a holiday and click OK.
    3. Click Save.
    4. (Optional) To remove a holiday from a work schedule, select a holiday and then click Remove.
  6. To set up additional work schedules, repeat step 4 and step 5.
  7. (Optional) To edit a work schedule, perform one of the following actions and click Save:
    • Select a work schedule and then click .
    • Double-click the work schedule that you want to modify.
  8. (Optional) To delete a schedule, select a schedule and then click .

Setting up your holiday schedule

You can configure holidays that are used in date sensitive calculations such as generating notifications, and setting due dates for a record in In Track-It!

  1. On the header bar, expand the hamburger menu , and select Configuration.
  2. Click Application Settings > Operating Hours > Holidays.
  3. Click New.
  4. In the Holiday Definition section, perform the following actions:
    1. In the Holiday Name field, enter a name.
    2. Perform one of the following actions:
      • To set a holiday based on a date, select the first option and then select a date.
      • To set a holiday based on a specific criterion, select the second option and then select the appropriate criterion.
    3. In the Holiday Duration list, select number of days between 1 and 9.
      If multiple holidays are configured for consecutive days, the selected value is used to calculate the end date of the holiday.
    4. (Optional) If the holiday falls on the same time every year, select the Repeat Holiday Yearly check box.
  5. (Optional) To set up work hours during your holidays, in the Holiday Work Hours section, perform the following actions:
    1. Based on the hours you plan to work, select the hours.
    2. Based on your preference, for the Select Clock setting, select an option.
  6. Click Save.
  7. To set up multiple holidays, repeat step 4 through step 6.
  8. (Optional) To edit a holiday, perform one of the following actions and click Save.
    • Select a holiday and then click .
    • Double-click a holiday that you want to modify.
  9. (Optional) To delete a holiday, select a holiday and then click .

Related topics

Creating and managing priorities

Creating and managing technicians

Configuring business rules

Was this page helpful? Yes No Submitting... Thank you

Comments