Service Hours enables you to define a a start and end time as well as day of week that can be queried by alarm rules to determine what workflow should be associated with an alarm escalation. For example service hours may be set up business hours on weekdays, daytime on a weekend or Overnight weekdays or on a weekend. By checking if an alarm has occurred in or out of business hours or on a weekend, a different workflow may be triggered delivering a tailored escalation process.
Managing Service Hours
Service Hours administration can be found under Service Desk > Service Hours for BP's and Service Desk > Manage Customer > Service Hours button for customers.
One or more Service Hours table will be found in the Service Hours Tables grid. From this page you may create a new Service Hours table using the button at the bottom of the page or view an existing table from the right click menu.
Once the Service Hours table is open, you may select to edit it or close it using the buttons at the bottom of the form.
When editing the Service Hours table you may edit the details of the table, the Service Hours for the table and the associated Holidays tables.