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  • 1.  Service Desk Holidays

    Posted Jun 20, 2016 09:06 AM

    Hello guys.

    I have a question. Some of you have implemented systems holidays or breaks involving specific days to SLAs or the like? I saw nothing in the manuals and was wondering if it is possible to be loaded or implemented in ServiceDesk.

     

    Regards,

    Ana.



  • 2.  Re: Service Desk Holidays

    Posted Jun 20, 2016 09:28 AM

    Ana, this feature can be controlled through workshift modification and keep them updated in regular interval. Follow this :

    1. Navigate to Administration page

    2. ServiceDesk --> Application Data -->Code --> Workshifts

    3. Open the existing workshift take it in edit mode.

    4. Under schedule add the holiday date in server time format (what you have defined in web.cfg file)

    save the workshift and it will exclude those holidays for service type calculation.

     

    ThanksWorkshift.PNG

    ArunavaS



  • 3.  Re: Service Desk Holidays

    Posted Jun 20, 2016 09:40 AM

    Hi ArunavaS, thanks for the reply.

    I have a list of holidays for support groups, how can I act in this case? The procedure is still the same? And in case the date format, the shift will accept all dates simultaneously?

    Regards,

    Ana.



  • 4.  Re: Service Desk Holidays
    Best Answer

    Posted Jun 20, 2016 10:03 AM

    You just need to add each holiday in a new line/separate line. Any service type works on that particular work-shift, will automatically exclude the defined holidays for SLA calculation. In general it follows mm/dd/yyyy format unless you changed it it web.cfg/web.cfg.tpl file. You can add N number of Holidays and it will consider all for that particular shift.

     

    Note : it will consider the server local timezone for holiday calculation. So if your users are worldwide you need to be cautious in two ways :

         a. find the correct holiday date in regards of server timezone.

         b. This holiday will be applicable for all the Priority-->Service Type using it regardless of end user timezone or group.



  • 5.  Re: Service Desk Holidays

    Posted Jun 23, 2016 11:07 AM

    Thanks guys, I could complete my work now!

     

    Regards,

    Ana.



  • 6.  Re: Service Desk Holidays

    Posted Jun 20, 2016 09:38 AM

    Hi Ana,

    The holidays would be set up via workshifts.  Here is a link to a tech doc that explains how to set this up so that holidays do not affect SLAs:

    http://www.ca.com/us/support/ca-support-online/product-content/knowledgebase-articles/tec417670.aspx

    Hope this helps,

    Thanks,

    Jon I.