In the Working Hours Calendars section, all previously defined working hours and holiday calendars are combined into a single, integrated dataset. The working hours calendars are then used, for example, in SLA contracts to calculate the relevant SLAs only within the actual working hours.
You can create a new calendar by clicking the “Star” button. The following items can be added to this calendar:
•Name: Assigns a unique name to the calendar
•Time Zone Offset: Enter the time difference in whole hours (relative to the default CET time zone) for a calendar valid in a different time zone (e.g., +5 or -7). When this calendar is used, the time difference is taken into account for SLA calculations, for example. Example: A ticket is created from a location on the U.S. East Coast (via the Self-Service Portal) at 2:00 PM local time. The time difference to your Service Desk in CET is +5 hours. This means that 5 hours are added to the ticket creation time for SLA purposes, since it is already 7:00 PM in CET and thus potentially outside regular service hours.
•Working Hours: Selection of defined working hours (or direct creation of new working hours here) for each day of the week
•Holidays: Selection of valid holiday calendars for this work schedule (holiday calendars can also be combined, e.g., all legally mandated holidays in Germany + additional state holidays, or future holiday calendars can be added in advance).
