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Working Hours

What are Working Hours?

The Working Hours section allows defining the schedules used to calculate time within SLA policies.

These schedules determine which periods are considered effective working time for measuring compliance and deadlines.

Working Hours Management

Accessing the Working Hours List

To access the Working Hours list, go to:

Helpdesk → Configurations → Working Hours

Once inside, the main list of registered schedules will be displayed.

Working hours

Figure 1. Working Hours list

List Views

The Working Hours list provides quick views to organize records according to their status.

The available views are:

  • All: displays all active schedules.
  • Archived: displays archived schedules.

List Tools

The Working Hours list includes tools to manage and organize records.

Search

Allows searching registered working hours.

Filters

Allows applying filters to the list.

Column Manager

Allows selecting and reorganizing visible columns.

Create Working Hours

To create new working hours:

  1. Go to Helpdesk → Configurations → Working Hours.
  2. Click New Working Hours.
  3. Complete the required information in the form.
  4. Click Create to save the record.

Creation Form

When selecting New Working Hours, the form will be displayed where the required data must be completed to register new working hours.

General Information

Working hours form

Figure 2. Working Hours general information

Available Fields

  • Name: working hours name.
  • Company: associated company.
  • Time Zone: applied time zone.

Configuration

Working hours form

Figure 3. Working Hours configuration

Available Fields

  • Flexible: allows defining flexible schedules.
  • Two-week Calendar: allows configuring an alternating two-week calendar.
  • Define Number of Hours per Day: allows manually setting the hours worked per day.
  • Full-Time Equivalent: total number of weekly hours.
  • Work Time Rate: percentage of effective working time.

Working Hours

The Working Hours section allows defining specific work periods.

Working hours form
Working hours form

Figure 4. Working Hours line configuration

Available Fields

  • Name: identifies the schedule line.
  • Day of Week: corresponding day.
  • Day Period: configured period within the day.
  • Week Type: applicable week type.
  • From: start time.
  • To: end time.
  • Duration: total configured duration.

Available Actions

  • Add Line: adds new schedule lines.
  • Create: saves the working hours.
  • Create and create another: saves the current schedule and allows creating another one.
  • Cancel: cancels the operation.

Actions on Working Hours

Once working hours have been created, it will be possible to access their information from the list to view, edit, or delete the record.

Working hours record

Figure 5. Created Working Hours list

View Working Hours

The View option allows access to the complete details of working hours.

Once accessed, all registered information will be displayed, including general configuration and schedule lines.

Edit Working Hours

The Edit option allows modifying the information registered in the working hours.

From this action, it is possible to update general settings and schedule lines.

Delete Working Hours

The Delete option allows removing working hours from the system.

Once deleted, the schedule will remain available in the Archived view, where it can be restored or permanently deleted.

warning

Working hours deleted using Delete permanently cannot be recovered later.