Business hours & SLA
Without business hours an SLA simply counts minutes — at night, at weekends and on public holidays too. A ticket arriving at 16:00 on a Friday with a four-hour resolution target is then overdue at 20:00 that Friday, even though nobody was on duty. The Business hours & SLA calendar extension lets you define working times and holidays so SLAs only run while your team actually works. The feature belongs to the ITSM add-on; the editor lives under Settings › Business hours & SLA calendar.
#The three building blocks
| Building block | Purpose |
|---|---|
| Schedule | A Monday-to-Sunday week grid with opening windows, in one time zone |
| Holiday calendar | A named list of days that override the schedule — full or half day |
| Team assignment | Optional: a team gets its own schedule instead of the default |
When a ticket is created, the SLA calculation resolves the schedule in this order:
- If the team has its own schedule, that one applies
- Otherwise the tenant's default schedule
- If none resolves, it falls back to round-the-clock counting
#Schedules
In the default tab you edit the tenant's schedule: name, time zone — Europe/Berlin, Europe/Vienna and Europe/Zurich are pre-set for the German-speaking region — and the windows per weekday.
You can store several open/close windows per day, for instance to model a lunch break. A day without windows counts as closed. The editor only accepts what actually works out:
- Times in HH:MM format
- *Close* has to come after *open*
- Windows on the same day must not overlap
The schedule is time-zone aware: a 17:00 finish in Europe/Berlin is converted correctly, daylight saving included.
In the Teams tab you assign an ITSM team its own schedule — useful when teams work in different time zones. Teams without their own assignment inherit the default.
#Holiday calendars
The third tab maintains holiday calendars. You can create an empty calendar and fill it entry by entry, or generate one from a template:
- Germany (nationwide)
- Germany (Bavaria)
- Austria
- Switzerland (nationwide)
The years 2026 to 2030 are pre-generated. The list is held in the platform itself — no external service is consulted at runtime, so the calculation is reproducible and works independently of third parties.
Half-day entries are possible, for instance an early finish on Christmas Eve. If a holiday falls on an otherwise open day, the calculation treats it as closed; for half-day entries the configured time is deducted from that day's windows. If a holiday is missing from the template, you add it manually.
#How SLAs change as a result
With the extension active and a schedule resolvable, newly created SLAs count in working time. The example from the start then lands not at 20:00 on Friday but, on a 9-to-17 schedule, at 12:00 on Monday.