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Edit business calendar · Explain calendar timing

Choose the task you want to carry out. Each procedure includes its prerequisites, steps and safeguards.

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Beheerders, medewerkers en IT-teams die ITLedger gebruiken voor dienstverlening, assets, compliance en rapportages.

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Edit business calendar

Edit business calendar.

Who can do this: Tenant administrator

Use an account with access to the stated page and permission for the chosen action.

A blank calendar selection means 24x7 time, not the tenant default business hours.
Calendar timezones must be IANA timezone names such as Europe/Amsterdam or America/New_York.
Weekly intervals must use HH:MM values, end after start, and not overlap within the same day.
Overnight shifts are not supported as one interval in the editor; split them across two days.
Holiday dates are interpreted in the calendar timezone and must use YYYY-MM-DD format.
Deleting a calendar that is referenced by SLA targets requires confirmation and detaches it from those targets, which makes them fall back to 24x7 unless another calendar is selected.
Existing in-flight tickets may not be recalculated after changing a calendar.

Open Configuration → SLA Management.
Open the SLA builder for the relevant ticket type.
In the Scope step, choose a response calendar and a resolution or fulfillment calendar, or intentionally leave a target at 24x7.
Click Create to add a new business calendar, or Edit to change the selected calendar.
Set the calendar name and IANA timezone.
For each day, enable the day and add one or more non-overlapping start/end intervals, or leave it closed with no intervals.
Add holiday dates where SLA time should not accrue.
Save the calendar, then finish the SLA builder so the selected calendar is stored on the SLA targets.

Expected outcome: The user has reviewed the result of edit business calendar in the application.

Explain calendar timing

A selected business calendar counts only configured working intervals and excludes its holidays. No selected calendar means 24x7 wall-clock time.

Who can do this: Tenant administrator

Use an account with access to the stated page and permission for the chosen action.

A blank calendar selection means 24x7 time, not the tenant default business hours.
Calendar timezones must be IANA timezone names such as Europe/Amsterdam or America/New_York.
Weekly intervals must use HH:MM values, end after start, and not overlap within the same day.
Overnight shifts are not supported as one interval in the editor; split them across two days.
Holiday dates are interpreted in the calendar timezone and must use YYYY-MM-DD format.
Existing in-flight tickets may not be recalculated after changing a calendar.

Open Configuration → SLA Management.
Open the SLA builder for the relevant ticket type.
In the Scope step, choose a response calendar and a resolution or fulfillment calendar, or intentionally leave a target at 24x7.
Inspect the selected calendar’s timezone, weekly working intervals and holidays without changing them.

Expected outcome: The user has reviewed the result of explain calendar timing in the application.

Dagelijkse support: tickets, e-mailbeoordeling, taken, uren en goedkeuringen.