SLAs -> Add holiday dates that recur each year (nor not) - Kayako

NC Software · Neal Culiner NC Software, Inc. Visual Basic .NET Forums 3.30.02 STABLE

Take for example Labor Day, people here don't work Monday. How do we add holidays such that our SLA/Schedules don't start sending off auto-close messages during holiday periods?

And of course, is this question in your KB?

supportskins · 04-09-2006, 05:55 PM

This is a missing feature in the existing version. You will need to submit a feature request for this.

sureshkumar.mr · 05-09-2006, 03:16 PM

I have already added.

FS#1588 — SLA Schedule List: Can we include Holiday List?

Varun had assured he will include it in the next build.

danielpugh · **this is a needed feature -** 27-08-2007, 07:53 PM

hi there,

this is needed - its a holiday here, and sla system knows nothing!

craigbrass · 27-08-2007, 08:09 PM

Totally agree with this one now you have resurrected the thread. We have Bank Holidays several times a year we don't work and it would be nice to section these out in advance so the SLA system knows of the closure.

Matthew · **Absolutely must have Holiday schedules -** 24-10-2007, 06:57 PM

This is so obvious I just assumed it would be 'in there'. Imagine my surprise! We run support services for a financial services company with multiple geographical sites in a handful of countries. Holiday schedules are all different, of course.

Treat holiday schedules like the work schedules, so that they can be linked to an SLA, and also linked to a staff calendar.

Please, please, please.... DON'T save this for version 4!

supportskins · 25-10-2007, 03:20 PM

I agree, this should be added right away!

joshuah · **Suggestion with SLA schedules -** 21-12-2007, 03:11 AM

Dear All,

After review of the SLA system in particular the scheduler,

I would like to see in the future possibly a feature in which you can add public holidays or days in which the company for that particular year will not operate on so the SLA for tickets which are received on that day will not be calculated and breached.

Thank you

craigbrass · 21-12-2007, 12:44 PM

Yea, yearly occouring and once only days should be addable.

michelvana · 22-12-2007, 12:10 AM

I agree.

Throughout the year the calculated due time is wrong without it. This makes the Due time unreliable and thus a more or less worthless tool, especially with staff in different countries.

GoneShootin · 21-01-2008, 02:24 PM

I was also surprised to find "holiday SLA scheduler" feature not available. Any idea on when/if it's going to be implemented? Can we please have it now

**Jamie Edwards** · 21-01-2008, 02:32 PM

I am afraid not, but it will be a feature of the next product line (v4); for which there is no ETA yet.

Matthew · 27-01-2008, 03:54 AM

Quote:

Originally Posted by Jamie Edwards

I am afraid not, but it will be a feature of the next product line (v4); for which there is no ETA yet.

Jamie, I'm curious.

With holiday schedules so important to the proper functioning of SLAs as regards due time, and SLAs being one of Kayako's much-touted features, can you please provide some explanation as to why it should not be prioritized for the current version?

Does Kayako conclude that very few people are using the SLA system at all, and that it is NOT in fact a key selling point of Kayako?

craigbrass · 27-01-2008, 10:02 AM

It would require a lot of work to implement from what I can see hence leaving it until V4.

**Jamie Edwards** · 27-01-2008, 12:12 PM

Hi Matthew,

Weighing up the benefits of having this feature and the time needed to overhaul the current SLA system to include it, a lot of time would be wasted if we were to do that now, and then again for V4.

However, this time saved can hopefully be translated into less time before V4 is released - that is what I am thinking right now, but if you have any suggestions feel free to share them.

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NC Software Offline Member Posts: 466 Join Date: Dec 2005 Location: Sitting	SLAs -> Add holiday dates that recur each year (nor not) - 04-09-2006, 05:25 PM Take for example Labor Day, people here don't work Monday. How do we add holidays such that our SLA/Schedules don't start sending off auto-close messages during holiday periods? And of course, is this question in your KB? Neal Culiner NC Software, Inc. Visual Basic .NET Forums 3.30.02 STABLE

supportskins Offline Senior Member Posts: 3,953 Join Date: Aug 2006 Location: Mumbai, India	04-09-2006, 05:55 PM This is a missing feature in the existing version. You will need to submit a feature request for this. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

sureshkumar.mr Offline Member Posts: 149 Join Date: May 2006	05-09-2006, 03:16 PM I have already added. FS#1588 — SLA Schedule List: Can we include Holiday List? Varun had assured he will include it in the next build.

danielpugh Offline Member Posts: 30 Join Date: Aug 2007	this is a needed feature - 27-08-2007, 07:53 PM hi there, this is needed - its a holiday here, and sla system knows nothing!

craigbrass Offline Senior Member Posts: 5,914 Join Date: Jun 2005 Location: Cumbria, UK	27-08-2007, 08:09 PM Totally agree with this one now you have resurrected the thread. We have Bank Holidays several times a year we don't work and it would be nice to section these out in advance so the SLA system knows of the closure. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

supportskins Offline Senior Member Posts: 3,953 Join Date: Aug 2006 Location: Mumbai, India	25-10-2007, 03:20 PM I agree, this should be added right away! Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

joshuah Offline Member Posts: 141 Join Date: Oct 2007	Suggestion with SLA schedules - 21-12-2007, 03:11 AM Dear All, After review of the SLA system in particular the scheduler, I would like to see in the future possibly a feature in which you can add public holidays or days in which the company for that particular year will not operate on so the SLA for tickets which are received on that day will not be calculated and breached. Thank you

craigbrass Offline Senior Member Posts: 5,914 Join Date: Jun 2005 Location: Cumbria, UK	21-12-2007, 12:44 PM Yea, yearly occouring and once only days should be addable. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

michelvana Offline New Member Posts: 20 Join Date: Dec 2007 Location: The Netherlands	22-12-2007, 12:10 AM I agree. Throughout the year the calculated due time is wrong without it. This makes the Due time unreliable and thus a more or less worthless tool, especially with staff in different countries. Regards, Michel

GoneShootin Offline Member Posts: 214 Join Date: Jan 2008	21-01-2008, 02:24 PM I was also surprised to find "holiday SLA scheduler" feature not available. Any idea on when/if it's going to be implemented? Can we please have it now LinkedIn

craigbrass Offline Senior Member Posts: 5,914 Join Date: Jun 2005 Location: Cumbria, UK	27-01-2008, 10:02 AM It would require a lot of work to implement from what I can see hence leaving it until V4. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger