Dear Users,

We are elated to announce the upcoming enhancements like Operational Hours and Special Operational Hours and Holiday groups. Below is a brief run-through of the same.

Operational Hours and Special Operational Hours

• Configure group-based operational hours that allows you to calculate SLA accordingly from Setup > Instance Configurations > Operational Hours.

• Define break hours for all working days, or specific to each working day. Break hours can be set only when standard hours or custom hours working time is configured.

• You can set operational hours to end the next day.

• Configure exceptions for operational hours on dynamic weekdays. During these days, you can set a unique operational hour and break hour.

• Define the working hours for specific days of a year as special operational hours. These are associated with operational hours to map the sites and groups where special operational hours are applicable. You can schedule the special operational hours, repeat them annually, add break hours, and configure exceptions on dynamic weekdays.

• To define special operational hours, go to Setup > Instance Configurations > Operational Hours and switch to Special Operational Hours tab Note: Operational hours already configured in the application will be merged based on similarity and associated to sites accordingly.

• The merged operational hours will be named as Operational Hour 1, Operational Hour 2, and so on. Users can rename and reconfigure them as needed.

• The merged operational hour with the highest number of associated sites will be named as the Default Operational Hour. If no operational hour is associated with a site or group, the default operational hour will be associated.

Holiday groups

• Create holiday sets to bundle related holidays. You can apply holidays based on technician groups and calculate SLA accordingly.

• To create holiday sets, go to Setup > Instance Configurations > Holiday Groups.

• You can create holidays in each holiday groups and also import holidays across holiday groups. Note: Holidays already configured in the application will be merged based on similarity and grouped under various holiday groups. These holiday groups will be associated to sites accordingly.

• The merged holiday groups will be named as Holiday group 1, Holiday group 2, and so on. Users can rename and reconfigure them as needed.

• The holiday group with the highest number of associated sites will be named as the Default Holiday Group. If no holiday group is associated with a site or technician group, the default holiday group will be associated.

Behavior Changes  

• Operational hours and holidays will not be listed under Related Settings while configuring sites.

• Associate operational hours and holiday groups to sites while adding or editing, using the Applies To field.

• If no operational hour or holiday group is configured for a site/group, the default operational hour or holiday group will be applied.

• SDSiteAdmins can no longer configure operational hours and holidays.

Note to Sandbox Users: During migration, users will be temporarily unable to create/recreate sandbox, or deploy sandbox changes. After migration, sandbox changes related to operational hours and holidays cannot be deployed. Users can recreate sandbox and reconfigure operational hours and holiday groups to deploy the changes. 

Note : All upgrades and feature releases, will be in-service and there won't be any downtime or service interruption.

Stay tuned for more updates!!! We will update here once these upgrades are unwrapped in live

Please share your thoughts/queries/feedback.

For more information , kindly refer to https://www.manageengine.com/products/service-desk/cloud/pre-release-notes.html

Thanks and regards,

Ramyaa Raj