How to define a work shift such that that it should cover 24 hours from Mon to Fri and should exclude weekends.

Document ID : KB000052846
Last Modified Date : 14/02/2018
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Description

# By using work shifts we can exclude the number of non working hours for calculation SLA.

The below example would help to calculate hours from Mon 8:00 AM to Fri 5:00 PM.

Solution

# Go to Administration -> Service Desk -> Application Data -> Codes -> Work shift # Click on Create New and under the schedule define the workshift:

Mon {8:00  am - 12:00 pm 12:01 pm - 11:59 pm}
Tue {12:00 am - 12:00 pm 12:01 pm - 11:59 pm}
Wed {12:00 am - 12:00 pm 12:01 pm - 11:59 pm}
Thur{12:00 am - 12:00 pm 12:01 pm - 11:59 pm}
Fri {12:00 am - 12:00 pm 12:01 pm - 5:00  pm}

Figure 1

# Click on Save and associate it to events or service type accordingly.