Defining holidays

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To Define Holidays Calendar Holidays

To Define Holidays

Starting from Enterprise Service Management version 26.1, Holidays and Calendar Holidays are configured separately.

 
  1. Go to Matrix42 Enterprise Service Management → Service Desk application.
  2. In the navigation area, click Configurations → Holidays.
  3. On the toolbar, click + Add Holiday. A properties dialog opens.
  4. Enter detailed information about the holiday.
    • Name: specify the name of the holiday. 
    • Country: select a country for the holiday. 
    • Type: select the type of the holiday, for instance:
      • Not Defined (default)
      • Public Holiday
      • Official Holiday
      • Floating Holiday
      • Legal Holiday
      • Fixed Holiday
      • Religious Holiday
      • Company Holiday
    • Use in Escalation Rules: select the checkbox for the holiday to be taken into account in calculating Reaction Time and Solution Time for a ticket/incident. For example, let's say Solution Time = 1 day and tomorrow is a holiday with the Use in Escalation Rule checkbox selected. The Solution Time for the ticket/incident then shifts from tomorrow to the day after tomorrow.

When a ticket or incident is created, an appropriate SLA is calculated for this ticket. Each SLA has Service Levels which define the time for Reaction and Solution.

 

Click Save & Close to apply changes.

Calendar Holidays

To define the duration of the holiday:

  1. Go to Matrix42 Enterprise Service Management → Service Desk application.
  2. In the navigation area, click Configurations → Calendar Holidays.
  3. On the toolbar, click + Add Calendar Holiday. A properties dialog opens:
    • Holiday: choose from the list of previously created Holidays
    • Date From: select a from date for the holiday. 
    • Date To: select an until date for the holiday. 
  4. Click Save & Close to apply changes.

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