Overview

Through the applying of Priorities to Tickets it is possible to set target times for certain activities to be completed. The SLA timer that counts down against that target time can be temporarily suspended. This can be achieved by having the Ticket in a timer stopped Status. There can be other circumstances that require the SLA timer not to count down, independent of the Status.

Vivantio allows the definition of an organization’s normal working hours so that SLA timers can be ‘stopped’ outside of those hours. Different working hours can be defined for each Priority to take account of any requirement to provide extended or out of hours support for some ticket Priorities.

So Working Time Plans are used to identify the working hours of the Service Desk team. When a ticket has been created a time stamp is applied and the SLA clock starts counting down, a Working Time Plan ensures that the clock counts down during your business hours. The maximum number of working time plans is five. Working Time Plans can be created and updated by the user at any time and applied to priorities to manage the SLA timer when tickets are created.

The Working Time Exception defines your normal working hours in the Working Time Plan, however, there may be exceptions to these hours. Public holidays, Team Away Days and unforeseen circumstances are all good examples. It is important that you record exceptions so that Vivantio can accurately calculate whether you have closed calls within target times. BST (British Summer Time) is also recorded within a Working Time Plan, these dates and times are uploaded into Vivantio and added to your Working Time Plan.

Guidance

Navigate to the Admin Area > Setup > Working Time > Working Time Plans / Working Time Exceptions

To Add a Working Time Plan:

- Click Add

- Enter the name of the Working Time Plan

- Select a Time Zone from the drop down list

- Enter the start and end times in the template plan as shown in the screen shot to the right, the times must be entered in this way for the plan to save correctly

- Click Save

To Edit a Working Time Plan:

- Tick the box of the Working Time Plan you wish to edit

- Click Edit

- Make your changes

- Click Save

To Delete a Working Time Plan:

- Tick the box of the Working Time Plan you wish to Delete

- Click Delete (Do not remove a working time plan if Priorities are connected to it)

- Click Save

To Add Working Time Plan Exceptions:

- Tick the box of the Working Time Plan you wish to add the exception to

- Click Exceptions

- Select the exception in the left box

- Click the right arrow to move it to the right hand box

The Available Exceptions can be added and maintained here:

Reviewed: 08 March 2023