Business Hours

The daily working hours of teams/departments within an organization are called business hours. This, in turn, aids in assigning work based on users' working hours and setting and meeting SLAs.

Add a Business Hour Profile

When creating a profile, you could choose between specific working days/hours and 24/7 availability.

Use the Exclude Hours option to add a break in the business hours. This can be the weekend, an official lunch hour/break time, or a change in the Technician's shift. SLAs are adjusted as needed.

To view the complete list of holidays applicable to your region, add 'Holiday' or click on import holidays. 'Exclude hours and Holidays' are excluded while calculating SLAs for the ticket.

Instructions to 'Add a Business Hour Profile'

• Go to Infraon Configuration -> General Settings -> Business Hours.

• Click the 'Add Profile' button

Label	Action	Description/Example
Profile Name*	Give a name to the Business Hour Profile.	Support Team, Main Branch, Tech Support
Description	Add a brief description of the profile.	Tech support team from the Head Office.
Timezone	Select Timezone applicable for the profile.	Select 'Timezone' based on the team's work location. Multiple business profiles can be created to align to SLAs of multiple teams supporting multiple locations.
Work Hours	Use the option to select if the team works 24*7 or selected working days/hours. 24*7 - Select exclude hours for your team. Select Working Days/Hours - Select weekdays, start and end times. The selected days and hours are taken as official working hours for the organization/team.	For the 'Select Working Days/ Hours' option, there is an option to add multiple Business Hour profiles. This can define business hours on weekends (Saturday/Sunday) or other holidays.
Exclude Hours	Add a reason and select weekdays, start, and end times to add exclude hours.	This can be the weekend, an official lunch hour/break time, or a change in the technician's shift. Use the 'Add Exclude Hours'option to add multiple instances. 'Exclude Hours'are excluded while calculating SLAs.
Yearly Holiday List	Add Date and Holiday Name to add a specific day as a holiday.	To view the complete list of holidays applicable to your region, add 'Holiday' or click on import holidays. 'Holidays'are excluded while calculating SLAs for the ticket.

Once all the parameters are added, click 'Submit' to save the profile. Business Hour Profiles can be linked to SLA, Reports, and Discovery.  Please refer to the module below for more details.

Repeat the process to add multiple profiles. Business Profiles can be edited or deleted using the respective icons.