Who can use this feature?
- License Requirement: Enterprise
- Application Access: User must have access to Work Management and the specific Ticketing application to manage service level agreements
- Administrative Access:
- Global Administrators can manage ticketing SLAs in TDAdmin
- Ticketing Application Admin can manage ticketing SLAs from the Ticketing Application Admin interface
Operational Hours define your organization's working schedule and serve as the foundation for calculating time-based metrics in each ticketing application. These hours determine when your organization is actively providing service and affect multiple aspects of ticket management, including task scheduling, metrics calculation, and service level agreement enforcement.
Each ticketing application can maintain one or more operational hours sets, with one designated as the default. The default set automatically applies to ticket tasks and metrics calculations. When establishing operational hours for a ticketing application, base them on the broadest coverage period when all tiers of resources are available—typically standard office hours such as 8:30 AM to 5:30 PM, Monday through Friday. Operational hours should reflect when the entire department operates, not individual team schedules.
Note: Organizationally defined days off do not count as operational hours.
How Operational Hours Affect Other Settings
Ticket Tasks: When a ticket task includes a "Complete Within" timeframe specified in hours, the system uses the default operational hours set to calculate the task's end date, ensuring deadlines account for actual working time.
Service Level Agreements: Operational hours sets define the enforcement window for SLAs. For example, if your operational hours run from 8:00 AM to 6:00 PM and an SLA requires a four-hour response, a ticket opened at 4:00 PM will trigger the SLA at 10:00 AM the next business day. Each SLA can specify which operational hours set to use, or can be configured to ignore operational hours entirely (running 24/7). If you don't set specific start and end times for a day, weekdays default to all-day coverage (12:00 AM to 11:59 PM) while weekend days default to no operational hours.
Workflow Timer Steps: When workflows include timer steps measured in days, hours, and minutes, the system converts these durations based on your operational hours. For instance, if your operational hours span 9 AM to 5 PM, one operational day equals eight operational hours.
Configuring Operational Hours
New ticketing applications start with a blank operational hours set that serves as the default until you create a custom set. You can create multiple operational hours sets and designate which serves as the default using the toggle in the default column.
Note that the system treats blank weekend days as non-operational, while blank weekdays default to all-day operational coverage.
To define operational hours:
- Open the Operational Hours configuration page:
- Ticketing Application Admins: In Work Management, open the Ticketing Application, click the gear icon in the top-right corner, select Admin from the menu, then Operational Hours in the left navigation
- Global Admins: In TDAdmin, go to Applications, select the Ticketing Application, then click Operational Hours in the left navigation
- Select an existing operational hours set or click +New to create a new one.
- Provide a Name and optional Description for the operational hours set.
- For each day of the week, choose the start and end time for the operational hours.
- If left blank, weekend days do not count as operational hours.
- If left blank, weekdays count as operational hours all day.
- Click Save.