Ticket Hours of Operation (Settings)

Ticket Hours of Operation settings are used to calculate statistics displayed on the Tickets Dashboard.

Default Hours of operation should be defined for each ticket priority (Critical, High, Normal, Low), and exceptions can be created for specified ticket departments if required (i.e. ticket departments can be assigned different operating hours to standard operating hours).

Accessing Ticket Hours of Operation Settings

Settings > Ticket Settings > Ticket Hours of Operation

The settings screen is displayed as shown in the below image:

The above image shows only the Critical Priority Schedule section of the settings screen; each of the ticket priorities (Critical, High, Normal, Low) has it's own section in which the hours of operation can be modified.

• On Time is the start of the working day
• Off Time is the end of the working day

When configuring operating hours, at least one day for each ticket priority must be specified, and the On Time must be earlier than the Off Time.

Modifying Ticket Hours of Operation

To modify Ticket Hours of Operation:

• Select either the default schedule (labelled Company Operating Hours) or, if one exists, a departmental exception schedule, from the list at the top of the settings screen.
• Update the operating hours for each ticket priority, as required.
• Click Save

Using the Shortcut Copy Buttons

As shown in the above image, there are two shortcut buttons to aid in quickly updating the daily schedules, when the hours of operation are the same for most days:

• Copy Mon-Fri - when clicked, this option copies the On Time and Off Time that have been entered into Monday, and automatically duplicates those times to all working days (Mon-Fri).
• Copy to all - when clicked, this option copies the On Time and Off Time that have been entered into Monday, and automatically duplicates those times to all days, including Sat and Sun.

To use the shortcut copy buttons, enter the On Time and Off Time into the Mon (Monday) fields, and click the required button.

Adding a Department Exception Schedule

If a ticket department has start and end times that differ to the standard Company Operating Hours, an exception can be added to that department:

• Select a ticket department from the drop-down list displayed in the Add new priority schedule exception field
• Add the Time On and Time Off times for each ticket priority (using the shortcut copy buttons if appropriate)
• Click Save

Delete an existing Department Exception Schedule

• Select a department exception schedule from the list displayed at the top of the settings screen
• Click Delete

Deleting a department exception schedule cannot be reversed