Manage Working Hours and Holidays

Use the Manage Working Hours dialog box to:

Manage working hour definitions - see Working Hour Definitions Tab
Create new working hour definitions - see Add/Edit Working Hour Definition
Manage holiday definitions - see Holidays Tab
Create new holiday definitions - see Add/Edit Company Holiday

SOTI Assist uses work hours and holidays to correctly calculate how much working time had been spent on an incident resolution an decide whether the incident had been resolved in accordance with the relevant Service Level Agreement. For details, see Service Level Agreements Tab.

Working Hour Definitions Tab


Working Hours	This section lists all working hour definitions that exist in the system. For each definition, the list contains the following columns and controls: Name - the working hour definition's name; click to open the Edit Working Hour Definition pane where you can edit the selected definition (see Add/Edit Working Hour Definition). Schedule - a brief description of the definition's schedule. Created - the date when the definition was created. Updated - the date when the definition was last updated Delete - click to delete the working hour definition. You will have confirm this action in the message box that opens. The deleted definition will not be available to link to the SLA priority levels anymore. However, the existing incidents linked to this definition will maintain its working hours.
Add (+)	Click this icon to open the Add Working Hour Definition pane where you can define a new working hour definition (see Add/Edit Working Hour Definition).
OK	Click to save changes (if any) and close the dialog box.

Add/Edit Working Hour Definition

The layout and functionality of Add Working Hour Definition and Edit Working Hour Definition panes are identical.


Name	Enter or edit the definition name.
Days and Time	This section lists work hour definitions for the days of the week. The list contains the following columns and controls: Day - the day of the week. Select the check box to the left of the name to include the day in the definition. To include all days, select the check box to the left of the column title. Start Time - set the time when the working hours start. End Time - set the time when the working hours end. All Day - turn on this toggle to make all 24 hours of the day working hours.
Exclude Holidays	Turn on this toggle to exclude holidays from the work hours you have defined. For holiday definitions, see Holidays Tab.
Save	Click to save changes and close the pane.
Cancel	Click to discard changes and close the pane.

Holidays Tab


Holidays	This section lists all holidays defined in the system. For each holiday, the list contains the following columns and controls: Name - the holiday name; click to open the Edit Company Holiday pane where you can edit the selected holidays's definitions (see Add/Edit Company Holiday). Date - the holiday date. Year - the year the holidays pertains to. Recurrence - Yes/No - whether the holiday recur year after year. Delete - click to delete the holiday. The deleted holiday definition will not be applied to the new incidents in the group. However, the existing incidents linked to this holiday will maintain the holiday definition.
Add (+)	Click this icon to open the Add Company Holiday pane where you can define a new holiday (see Add/Edit Company Holiday).
OK	Click to save changes (if any) and close the dialog box.

Add/Edit Company Holiday

The layout and functionality of Add Company Holiday and Edit Company Holiday panes are identical.


Name	Enter or edit the holiday name.
Date	Enter or edit the holiday date.
Recurrence	Turn on this toggle to make the holiday recur year after year.
Save	Click to save changes and close the pane.
Cancel	Click to discard changes and close the pane.