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

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Article ID: 52846

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Updated On:

Products

CA IT Asset Manager CA Software Asset Manager (CA SAM) ASSET PORTFOLIO MGMT- SERVER SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

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}

<Please see attached file for image>

Figure 1

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

Environment

Release:
Component: ARGIS

Attachments

1558721186698000052846_sktwi1f5rjvs16vy7.gif get_app