Public Holidays and SLAs
Public Holidays
LiveTime 5.5 also introduces the ability to automatically adjust Service Level Contracts relative to Public Holidays. This ensures that SLA timers pause when a Public Holiday begins, and subsequently restart when the next working day commences.
Administrators may enable this feature within the Setup > Privileges > Technician tab. The “Observe Public Holidays” option must also be enabled within the Admin > Setup > Privileges > Technicians tab. Administrators can also control the Public Holiday schedule for any region of the world within the Setup menu.
Holidays can be applied across each SLA by selecting the “Pause on Holiday” option within any relevant SLA Editor. Further information about this feature is available within the 5.5 User Guide Appendices, in the “Public Holidays, SLAs and Technician Assignment” section.
November 27th, 2008 in
Newsletter | tags: admin, for the holiday of the livetime, novell service desk, public holiday, service level contract, SLA priority, technician availability, technician scheduling