Hours of Operation

Hours of Operation are the days and times your operation opens and closes during the week (e.g. Monday-Friday/9 am-5 pm, 24 hours) and any specific dates it closes during the year (e.g. holidays).

The system uses these times and dates to calculate the Total Time Open and Workflows on issues. This ensures your team’s time management abilities are more accurately represented within metrics and escalation processes, rather than skewed by times when they simply are not available.

Hours of Operation do not affect the Submit Time stamped on issues, nor when users may submit Issues or Agents may work on issues.

When Substatus Rules are activated and defined, they can also impact Issue Adjusted Time Open (Total Time Open minus clock pauses) and escalation calculations.

For example:

IF… an Issue is submitted on Saturday at 10 pm

AND… Hours of Operation = Monday-Friday/9am-5pm

AND… Workflow = 4 hours from Time Submitted (with no value-based criteria)

THEN…Issue’s Submit Time = Saturday at 10 pm

BUT… its Total Time Open and escalation will not begin to accrue until Monday at 9 am

UNLESS… that particular Monday is a Date Closed

OR… this Issue is already closed by Monday

The system also retains a detailed list of every update applied to your Hours of Operation. Permitted users can view this list by clicking the history link on the Hours of Operation screen:


Managing Hours of Operation

Only users with Sys Admin or Can access and maintain Administration functions permissions can manage Hours of Operation values within your system.

  1. Click the gear icon in the upper right > click on Hours of Operation beneath System.
  2. Select the Issues to be recalculated with any new values you are about to define in the Hours of Operation screen that opens.
  3. Define your operation’s routine schedule.
  4. Select the time your operation opens and closes. If open 24 hours, select "24 Hours". Otherwise, select the exact times.
  5. (Optional) Select any days of the week your operation is routinely closed.
  6. Click Update.

A confirmation message will appear when this process is complete.

Below are optional steps that can be performed:
  1. Define any specific dates (e.g. holidays) your operation is closed and / or the routine schedule does not apply.
  2. Select and describe the date through the Calendar search option and the Comment field.
  3. Click Update.
  4. Repeat steps 7-9 for each individual date you need to add.

A confirmation message will appear when this process is complete.

During these updates, the Total Time Open on the selected Issues will be re-calculated using the revised definitions.