to open View Holiday Details page, as shown
in the Figure 3-7-1. e11 Help Desk Software Manual for customer support & service software
|
Holiday Details allows you to specify your business hours and holidays. It helps in calculating the total business hours for which a ticket has not been responded and also affects the system rules on tickets.
Example: If a ticket is registered at 0900 hours on Tuesday and the next day is an off, then on Friday 0900 hrs the total ticket time will be 18 hours and not 27 hours assuming the normal office hours are from 0900 to 1800 hours.
Note: Holiday Details feature allows you to manage holidays for your organization. You can specify the number of working days, timings and also the list of holidays.
To modify working hours for a particular day:
1. Open Configure Your Helpdesk page.
2. Click Holiday Details to open View Holiday Details page, as shown
in the Figure 3-7-1.
Tip: You can also click on 
from the toolbar to access the View Holiday
Details page directly.
3. Click the day to be modified.
4. Working Time Modification page opens, as shown in the Figure 3-7-2. You can modify work time information in the required fields:
Required Fields |
|
Field |
Description |
|
Working |
Check this if it is a working day. |
|
Start Work Time |
Choose the start time from the drop-down menu. |
|
End Work Time |
Choose the end time from the drop-down menu. |
Note: Time format is 24 hours.
5. Click 
to save the information.
To add a holiday:
1. Open View Holiday Details page.
2. Click 
to open the Add New Holiday page. Enter
information in the required fields, as shown in the Figure 3-7-3:
Required Fields |
|
Field |
Description |
|
Date |
Specify the date of the holiday. |
|
Description |
Brief description about the holiday. |
3. Click 
to save the information.
To delete a holiday:
1. Open View Holiday Details page.
Note: Select a month and year from the drop-down menu under which you want to view the holidays.
2. Check the box against the Date you want to delete, as shown in the Figure 3-7-4.
3. Click 
.
A confirmation box pops-up. Click 
to confirm deletion.