[ITSM How-to] Setting Up Business Hours & Holidays in AssetSonar

Why It Matters

Defining your working hours and holidays ensures that SLA timers only tick when your team is actually on the clock. This prevents false SLA breaches and skewed resolution metrics over weekends, evenings, or company closures.

How to Set It Up

• Create a Calendar: Navigate to Setup → Dropdowns → Calendars, select the Calendars option, and click New Calendar. Give it a descriptive name (e.g., “Standard IT Hours”) and save.
• Define Working Hours: Open your newly created calendar and navigate to the Time Ranges tab. Here, define your standard daily schedules, such as Monday through Friday, 9:00 AM to 5:00 PM.
• Add Company Holidays: Switch to the Close Times tab to select and link your standard holidays or known closure dates. This tells the system exactly when to automatically pause SLA calculations.

Next Steps

Attach your new calendar to your core SLA policies to enforce accurate resolution timers. Create a test ticket late in the day to verify the “Time to Resolve” properly pauses during your specified off-hours.