You can configure working hour profiles to tell the system when to trigger SLAs and escalations. Triggering will only occur during the working hours of the "working hours" profile(s) placed in effect. You can also set holidays and exceptions to disable SLA triggering & escalation for non-working days.
A "Working Hours Profile Properties" screen will pop up with 2 tabs, the [General] tab and the [Holidays/Exception] tab. Scroll down to learn about each tab and how to configure a new working hours profile.
The [General] tab allows you to configure your working hours which SLA will be triggered within the time defined here.
The [Holidays/Exceptions] tab, allows you to configure all days that your department or organization is not working and unable to respond. SLAs will temporary be disabled on the days configured in this tab. Click [Ok] once you are done with your configurations.
Your new working hours profile appears in the right pane of the [Working hours profile] folder. You may configure multiple working hours profiles, which will be stored and listed on this page of your FocalScope system. To learn how SLAs are configured and handled, view the lesson Create SLA Profiles.