Service window management
You can use service windows to specify at which times and on which days your services are available. A service window can be compared with the opening times of a shop.
If you have TOPdesk Enterprise with the Contract Management and SLM module, or have TOPdesk Engaged or Excellent, you manage your service windows via the Contract Management and SLM module page. With this module, you have more options for customizing when your services are available. You can set up multiple service windows, assign names and statuses to your service windows, and add comments.
If you do not have the Contract Management and SLM module, you can manage your service window via Functional Settings > Service window management > Default opening times.
Default opening times
In the Default opening times block you can determine which days are working days (Is workday?) and what the Opening time and Closing time of a day are.
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The default opening times apply to your entire organization without exception and only affect the incident duration calculation.
Calculate call duration
If you have Time Zones enabled (Settings > Functional Settings > General > Use Time Zones), you can indicate whether call duration should be calculated based on the time zone of the operator of a call, or on the time zone of the caller.
Say that your support desk is located in Delft, the Netherlands. It has the following office hours defined in its service window:
Opening time: 8 a.m. (08:00)
Closing time: 6 p.m. (18:00)
If you use the operator’s time zone for calculating call duration, and a caller in the Houston branch (a time difference of seven hours) logs a call with a duration of four hours at 10 a.m. Houston time (5 p.m. Delft time), the call will get a target date of the following day at 11 a.m. Delft time. For the caller, this means a target date of 4 a.m. the next day (so in the middle of the night). If you use the caller branch’s time zone, the target date for this call will be set at 2 p.m. Houston time the same day (9 p.m. Delft time, so outside the service window’s office hours).
Exceptions
In this block you can find exceptions that correspond to the service window. You can add new exceptions with the New exception button. Via More, you can edit, copy, and remove exceptions.