Holiday Configuration

Introduction

Holidays module allows you to define and manage your organisation's holidays. You can configure holidays for the entire organisation or limit them to specific countries, locations, or groups of locations, depending on your organisation's requirements.

Holiday settingsThe play an important role in calculating Service Level Agreement (SLA) timelines and task deadlines. By accounting for holidays, the system can calculate working time more accurately and avoid counting non-working days when determining whether a ticket has breached its SLA, where the configured SLA rules exclude those days.

Using this section, you can:

• Add and Manage Holidays: Create holidays and update or delete existing holiday records as required.

• Configure Location-Based Holidays: Define holidays that apply across the organisation or only to selected countries and locations.

• Support Accurate SLA Calculation: Ensure that configured holidays are considered when calculating ticket response and resolution timelines.

• Manage Task Deadlines: Account for holidays when calculating deadlines for tasks that follow the configured working-day rules.

Example: If a ticket's SLA is calculated using working days and a public holiday falls during the SLA period, the system can exclude that holiday from the calculation according to the configured SLA rules.

These settings help maintain accurate SLA calculations and task deadlines while accounting for differences in holidays across offices and locations.

In this section, you will learn how to view, add, edit, and delete holidays.

Navigation Path: Header > Config > Holidays

Viewing the Holidays List

Open Header > Config > Holidays. The main list displays all existing holidays.

_{Holidays Main Screen}

Understanding the Main Screen

Holidays main screen elements

How to Create a New Holiday

To create a holiday, follow these steps:

Step 1 → On the Holidays screen, click the red + Add Holiday button in the top right corner.

Step 2 → The "Add Holiday" pop-up window opens.

_{Add Holiday Modal}

Step 3 → Fill in the required fields. They are marked with a red asterisk (*), and the form will not save without them:

Add Holiday – required fields

Step 4 → If the holiday is only for some places, choose them here. Leave these blank to apply it everywhere:

Add Holiday – optional targeting fields

Step 5 → To apply the holiday to every location in the chosen country, tick Select All Locations. All locations are selected for you.

Step 6 → Click Save. The holiday is created and appears in the list.

📝 Note: To cancel without saving, click Cancel or the X in the top-right corner.

Managing Existing Holidays

Once a record exists, you can manage it directly from the Holidays list using the icons in the Actions column:

Edit a holiday

Step 1 → On the Holidays screen, locate the holiday you want to change.

Step 2 → Click the Pencil (Edit) icon in the Actions column.

Step 3 → Update the holiday name, date, or location targeting.

Step 4 → Click Save to apply the changes.

Delete a holiday

Step 1 → Locate the holiday in the list.

Step 2 → Click the Trash Can (Delete) icon for that holiday.

Step 3 → Review the confirmation prompt and confirm the deletion.

📝 Note: When you add a holiday, the SLA times of existing tickets are recalculated automatically to take the new day off into account.

💡 Tip: Add the coming year's holidays as soon as your holiday calendar is announced, so SLA timers and deadlines are always right.