Create a new SLA calendar in team-managed service projects

SLA calendars can be customized to when your agents work. This can help make sure your goals are tracked accurately - taking into account your team’s working schedule.

Create a new SLA calendar

You must be an admin to create a new SLA calendar.

To create a new SLA calendar:

1. Select Request management, then SLAs.

2. From the top right corner of the page, select the calendar icon .

3. Select Add calendar.

4. Choose a Name and Time zone.

5. Click Delete for each day of the week you want to add or modify. To create new times for the calendar, existing times must be deleted.

6. Under Work week, select the required day of the week, and to and from times. Multiple time periods can be added to the day. For example, to add a lunch break, add a timeframe for before lunch (for example, 09:00-12:00) and after lunch (for example, 13:00-16:00).

7. Click Add.

8. Enter any Holidays as needed

9. Click Save, then Close.

By default, when you create a new calendar, the hours are preset from 09:00 to 17:00 (9-5). To add and change times for a particular day of the week, click Delete for the day in the calendar to remove the existing hours.

Copy an existing SLA calendar

You can save time by copying a SLA calendar from your current service project, or one from another service project on your site.

To copy an SLA calendar from the current service project:

1. Select Request management, then SLAs.

2. From the top right corner of the page, select the calendar icon .

3. Make sure you are on This service project tab.

4. Choose the SLA calendar that you want to copy from and select More actions () > Copy.

5. Edit the name and details of the copy, and select Save.

To copy an SLA calendar from another service project on your site:

1. Select Request management, then SLAs.

2. From the top right corner of the page, select the calendar icon .

3. Select Other calendars tab.

4. Choose the SLA calendar that you want to copy from and select Copy to this service project.

   1. If you're a site admin, you can edit, copy or delete the SLA calendars on your site by selecting More actions ().

5. Edit the name and details of the copy, and select Save.