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Defining holidays

To Define Holidays

  1. Go to Matrix42 Software Asset and Service Management > Service Desk application.
  2. In the navigation area, click Configurations > Holidays.
  3. On the toolbar, click Add Holiday. A properties dialog opens.
  4. Enter detailed information about the holiday.
    • Name: specify the name of the holiday. 
    • Country: select a country for the holiday. 
    • Date From: select a from date for the holiday. 
    • Until: select an until date for the holiday. 
    • Use in Escalation Rules: select the checkbox for the holiday to be taken into account in calculating Reaction Time and Solution Time for a ticket / incident. For example, let's say Solution Time = 1 day and tomorrow is a holiday with the Use in Escalation Rule checkbox selected. The Solution Time for the ticket / incident then shifts from tomorrow to the day after tomorrow. 

      when a ticket or incident is created, an appropriate SLA is calculated for this ticket. Each SLA has Service Levels which define time for Reaction and Solution.

    • Type: select the type of the holiday. 
  5. Click DONE at the bottom to save and close.
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