You need to specify when your servicedesk is “open” in terms of operating agents. The SLM will pause the ticking clock outside of Hours of operation. If one of your Service targets has defined 16 hours, and your Hours of operation is 8 hours (08-16), the 16 hours actually means two business days.
You can also add exceptions to your opening hours. Some examples are New Year’s Day, Christmas, other national holidays etc. See further down for more information.
Exceptions
Click + Add exception to get started.
Name: Name of the exception that will appear in the list of Exceptions
Type: Type of exception; Date (one specific date) or Date period (specific start and end dates)
Date / Date period: The single date or period that the exception covers
Recurring: On (recurring every year) or Off (single occurrence)
Open hours: Optional. Exception to the exception, for example if your regular opening hours are 08:00-16:00 and you’ll be closing early some time.
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