Getting Started with Operational Hours

This getting started article will help administrators configure and use Operational Hours. The user must be a ticketing application administrator or global administrator to configure operational hours.  

Overview

Operational Hours define a set of times when the organization is working, and can be applied to ticket tasks, ticket metrics and service level agreements (SLAs). Each ticketing application can have one or more operational hours sets, with one set chosen as the default that applies to ticket tasks and metrics. 

Where to Find This

This feature appears in the TDAdmin interface.

Navigate to Operational Hours following this path:

• TDAdmin > Applications > Ticketing Application Name > Operational Hours

Defining Operational Hours

Each ticketing application is created with a blank operational hours set, which is used as the default until another operational hours set has been created. 

To define operational hours: 

1. In TDAdmin, click Applications in the left navigation.
2. Click the desired Ticketing Application.
3. Click Operational Hours in the left navigation. 
4. Select an existing operational hours set or click +New to create a new one. 
5. Provide a Name and optional Description for the operational hours set. 
6. 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.  
7. Save

To mark a set of operational hours as the default, use the toggle link in the default column on the list of operational hours.