Defining a Workshift so as to avoid SLA's firing on a holiday

Document ID : KB000027568
Last Modified Date : 24/01/2019
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Introduction:

Summary:

The procedure describes how to prevent SLA's to be fired on a holiday by defining a workshift.

 

Environment:

SDM 12.7 / SDM 12.9 / SDM 14.1/ SDM 17.X

 

Instructions:

1. Login to the CA Service Desk Manager and navigate to Administration tab, Service Desk, Application Data, Codes, Workshifts.

2. Chose the Workshift, the holidays should be added to, e.g. 'Regular'.

3. Add all the holidays in the format mm/dd/yyyy, as follows:

 TEC417670.bmp

4. Add each holiday date on a separate line.

5. Save the changes.

NOTE: If you require time frames on specific dates then add brackets to all holidays. i.e.
Mon - Fri { 8:00 am - 5:00 pm }
1/21/2019 {}
2/27/2019 {}
4/18/2019 { 8:00 am - 12:00 pm }

Instructions:
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