How to Set Business Hours
Configure business hours for each location to enable accurate SLA calculations and scheduling.
Quick Summary
Edit any location, check the days it operates, set opening and closing times for each day, then save. SLA calculations will use these hours.
Before You Begin
- You must have edit permission for locations
- Business hours are optional — leave blank to use organization defaults
Why Set Business Hours?
Business hours affect:
| Feature | How Hours Are Used |
|---|---|
| SLA Calculations | Due dates count only business hours |
| Work Order Scheduling | Start times align with operational hours |
| Reports | Response times measured during business hours |
| Alerts | Different escalation during/outside hours |
Step-by-Step Guide
Step 1: Open Location Settings
- From the sidebar, click Locations
- Find and click the location to edit
- Click More (⋮) → Edit
Step 2: Find Business Hours Section
Scroll down to the Business Hours section in the form.
Step 3: Select Operating Days
Check the box for each day this location operates:
- ☐ Monday
- ☐ Tuesday
- ☐ Wednesday
- ☐ Thursday
- ☐ Friday
- ☐ Saturday
- ☐ Sunday
Step 4: Set Hours for Each Day
For each checked day:
- Set Opening Time (e.g., 8:00 AM)
- Set Closing Time (e.g., 5:00 PM)
Time options are in 15-minute increments.
Step 5: Review Weekly Coverage
The form displays: Weekly Coverage: X hours
This shows total operational hours per week based on your settings.
Step 6: Save
Click Save to apply the business hours.
Time Format
| Display | Storage | Example |
|---|---|---|
| 12-hour with AM/PM | 24-hour (HH:mm) | 8:00 AM → 08:00 |
Real-World Examples
Example 1: Standard Office Hours
Situation: Your main office operates Monday-Friday, 9 AM to 5 PM.
Settings:
- ☑ Monday: 9:00 AM - 5:00 PM
- ☑ Tuesday: 9:00 AM - 5:00 PM
- ☑ Wednesday: 9:00 AM - 5:00 PM
- ☑ Thursday: 9:00 AM - 5:00 PM
- ☑ Friday: 9:00 AM - 5:00 PM
- ☐ Saturday
- ☐ Sunday
Weekly Coverage: 40 hours
Result: SLAs for this location only count time during these hours. A work order created Friday at 4 PM with a 4-hour SLA would be due Monday at 12 PM (not Friday at 8 PM).
Example 2: 24/7 Facility
Situation: Your data center operates around the clock.
Settings:
- ☑ Monday: 12:00 AM - 11:45 PM
- ☑ Tuesday: 12:00 AM - 11:45 PM
- ☑ Wednesday: 12:00 AM - 11:45 PM
- ☑ Thursday: 12:00 AM - 11:45 PM
- ☑ Friday: 12:00 AM - 11:45 PM
- ☑ Saturday: 12:00 AM - 11:45 PM
- ☑ Sunday: 12:00 AM - 11:45 PM
Weekly Coverage: 168 hours
Result: SLAs count all hours, every day. No time is excluded.
Example 3: Retail Store Hours
Situation: A retail location has extended weekend hours.
Settings:
- ☑ Monday: 10:00 AM - 7:00 PM
- ☑ Tuesday: 10:00 AM - 7:00 PM
- ☑ Wednesday: 10:00 AM - 7:00 PM
- ☑ Thursday: 10:00 AM - 7:00 PM
- ☑ Friday: 10:00 AM - 9:00 PM
- ☑ Saturday: 9:00 AM - 9:00 PM
- ☑ Sunday: 10:00 AM - 6:00 PM
Weekly Coverage: 66 hours
Result: SLAs adjust for different hours on different days.
Example 4: Location with Lunch Break
Situation: A satellite office closes for lunch 12-1 PM.
Note: Infodeck uses a single time range per day. For locations with breaks:
Option A: Set continuous hours (8 AM - 5 PM) and accept that lunch is included
Option B: Create two zones if break time matters for SLAs:
- "Office - Morning": 8:00 AM - 12:00 PM
- "Office - Afternoon": 1:00 PM - 5:00 PM
Default vs Location-Specific Hours
| Setting | Behavior |
|---|---|
| Location hours blank | Uses organization default hours |
| Location hours set | Overrides organization defaults for this location only |
Leave business hours blank for most locations. Only set specific hours for locations that differ from your organization's standard hours.
Impact on SLA Calculations
Example: 4-Hour SLA
Scenario: Work order created Thursday at 3:00 PM Location Hours: Monday-Friday, 9:00 AM - 5:00 PM SLA: 4 business hours
Calculation:
- Thursday 3:00 PM - 5:00 PM = 2 hours (2 remaining)
- Friday 9:00 AM - 11:00 AM = 2 hours
- Due: Friday 11:00 AM
If location were 24/7:
- Due: Thursday 7:00 PM
Troubleshooting
Hours Not Saving
| Issue | Solution |
|---|---|
| No days checked | Check at least one day |
| Missing times | Set both start and end time for checked days |
| Invalid range | End time must be after start time |
SLA Not Using Location Hours
| Issue | Solution |
|---|---|
| Hours blank | Set specific hours or check organization defaults |
| Wrong location | Verify work order is assigned to correct location |
| SLA template override | Check if SLA template has fixed hours |
Clearing Business Hours
To remove location-specific hours and use organization defaults:
- Edit the location
- Uncheck all days in Business Hours
- Save
The location will now follow organization default hours.
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Need help? Contact Infodeck Support