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.