Set targets that respect working time

Step-by-step walkthrough

1. Agree the service commitment

   Define response and resolution expectations separately for each priority. Record which hours count and which waiting states may pause the clock.

2. Open Calendars & targets

   In administration, open the Working calendars & service targets panel. Review the existing configuration before creating another calendar.

3. Create a calendar

   Enter Calendar name and Timezone. Choose the timezone used by the support team rather than relying on the browser timezone.

4. Set working hours

   Enter Start hour and End hour and select the working weekdays. Confirm the end follows the start and the schedule reflects actual staffed hours.

5. Add holidays

   Enter holidays as one YYYY-MM-DD date per line. Review the year and dates before adding the calendar.

6. Choose the calendar for targets

   Under priority targets, select the Working calendar. Use an appropriate scoped policy where the configuration provides one for the service context.

7. Enter response targets

   Set Response target in working minutes for each priority. For example, 60 means one working hour, not necessarily one elapsed hour.

8. Enter resolution targets and pauses

   Set Resolution target in working minutes. Review Pending and Waiting for requester pause options against the agreed policy.

9. Publish a tested policy

   Preview representative requests around the end of a working day, weekends and holidays. Save and publish only after the computed targets match expectations.

10. Verify a new ticket

    Create a new request and check its displayed deadlines. Existing tickets retain their original targets; publishing a new policy is not a retrospective rewrite.