8.1. Setting up business hours, holidays and time zones
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| - | <onlyinclude> | + | <onlyinclude>Some functions in OTRS, like escalations and automatic unlocking of tickets, depend on a proper configuration of business hours, time zones and holidays. You can define these via the SysConfig interface, in Framework > Core::Time. You can also specify different sets of business hours, holidays and time zones as separate 'Calendars' in Framework > Core::Time::Calendar1 through Framework > Core::Time::Calendar9. Calendars can be defined by queue settings, or on SLA levels. This means that, for example, you can specify a calendar with 5 x 8 business hours for your 'standard' SLA, but create a separate calendar with 7 x 24 support for your 'gold' SLA; as well as set a calendar for your 'Support-USA' queue with a different time window than your 'Support-Japan' queue. OTRS can handle up to 99 different calendars. |
| - | Some functions in OTRS, like escalations and automatic unlocking of tickets, depend on a proper configuration of business hours, time zones and holidays. You can define these via the SysConfig interface, in Framework > Core::Time. You can also specify different sets of business hours, holidays and time zones as separate 'Calendars' in Framework > Core::Time::Calendar1 through Framework > Core::Time::Calendar9. Calendars can be defined by queue settings, or on SLA levels. This means that, for example, you can specify a calendar with 5 x 8 business hours for your 'standard' SLA, but create a separate calendar with 7 x 24 support for your 'gold' SLA; as well as set a calendar for your 'Support-USA' queue with a different time window than your 'Support-Japan' queue. OTRS can handle up to 99 different calendars. | + | |
== Business Hours == | == Business Hours == | ||
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Tickets will not escalate nor get unlocked on dates defined in TimeVacationDays. | Tickets will not escalate nor get unlocked on dates defined in TimeVacationDays. | ||
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| - | By default, OTRS ships with the German holidays installed. | + | {{fmbox |
| + | |text= By default, OTRS ships with the German holidays installed. | ||
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== TimeVacationDaysOneTime == | == TimeVacationDaysOneTime == | ||
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Tickets will not escalate and will not be unlocked on dates defined in TimeVacationDaysOneTime. | Tickets will not escalate and will not be unlocked on dates defined in TimeVacationDaysOneTime. | ||
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| - | OTRS does not ship with any One-Time holidays pre-installed. This means that you need to add holidays, such as Easter or Thanksgiving, to the system when configuring OTRS.</onlyinclude> | + | {{fmbox |
| + | |text= OTRS does not ship with any One-Time holidays pre-installed. This means that you need to add holidays, such as Easter or Thanksgiving, to the system when configuring OTRS. | ||
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Revision as of 20:22, 22 April 2011
Some functions in OTRS, like escalations and automatic unlocking of tickets, depend on a proper configuration of business hours, time zones and holidays. You can define these via the SysConfig interface, in Framework > Core::Time. You can also specify different sets of business hours, holidays and time zones as separate 'Calendars' in Framework > Core::Time::Calendar1 through Framework > Core::Time::Calendar9. Calendars can be defined by queue settings, or on SLA levels. This means that, for example, you can specify a calendar with 5 x 8 business hours for your 'standard' SLA, but create a separate calendar with 7 x 24 support for your 'gold' SLA; as well as set a calendar for your 'Support-USA' queue with a different time window than your 'Support-Japan' queue. OTRS can handle up to 99 different calendars.
Business Hours
Set up the working hours for your system in SysConfig Framework > Core::Time::TimeWorkingHours, or for your specific calendar in the calendar's configuration. OTRS can handle a granularity of one hour. Checking the marks in the boxes 8, 9, 10 ... 18 corresponds with business hours of 8 AM - 6 PM.
Only during business hours can tickets escalate, notifications for escalated and pending tickets be sent, and tickets be unlocked.
Fixed date holidays
Holidays that are on a fixed date every year, such as New Year's Day or the Fourth of July, can be specified in TimeVacationDays, or in the corresponding section for the calendars 1-9.
Tickets will not escalate nor get unlocked on dates defined in TimeVacationDays.
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By default, OTRS ships with the German holidays installed. |
TimeVacationDaysOneTime
Holidays such as Easter that do not have a yearly fixed date but instead vary each year, can be specified in TimeVacationDaysOneTime.
Tickets will not escalate and will not be unlocked on dates defined in TimeVacationDaysOneTime.
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OTRS does not ship with any One-Time holidays pre-installed. This means that you need to add holidays, such as Easter or Thanksgiving, to the system when configuring OTRS. |
