How to take the holiday into account when calculate the deadline..?
Could you please advise, how to take the holidy into account when calculate the deadline..? i.e. when the deadline calculation is on 4/4/07 and this date is a public holiday then the system will set the dedline on 5/5/07.
My environement: -HPOVSD 4.5 with SP9 -The Planned time calculation uses is "ServiceLevel for ServiceCall and Incidents, otherwise 24x7 Support."
Re: How to take the holiday into account when calculate the deadline..?
you could look at using "Free Days" but note that Free days are taken into consideration if you select Service Hours, but are ignored if you select Calendar Hours. Free Days should offset teh deadline if you use service hours.
Would this help?
SOme additional details from the help file
Service hours and free days The result of a performance calculation depends on whether the measurement is restricted to service hours, or regardless of service hours. Free days are handled as follows:
For evaluations restricted to service hours, Service Desk takes free days into consideration. That is, events that are only open during free days are disregarded in the evaluation, and the service is not considered to be delivered on free days. For evaluations based on calendar hours (that is, regardless of service hours), Service Desk disregards free days.
Free Days are days that will be ignored when Service Desk calculates support hours. Generally speaking, free days will be dates such as public holidays, for example December 25th, 2001.
To add a Free Day: From the Tools menu, choose System. In the Administrator Console, open the Data node. Expand the Codes and General branches, and select Free Day. Right-click in the Free Day view and choose New Free Day from the popup menu. In the New - Free Day dialog box, click the Date drop down menu. Select the date of the Free Day from the Calendar.