Overview
  • 12 Sep 2024
  • 3 Minutes to read
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Overview

  • PDF

Article summary

A holiday calendar in the APEX platform ensures that SLA are consistently calculated, even on holidays, helping us maintain alignment with service agreements. These calendars are referenced when defining the service window, which is then utilized in SLA definitions.

User Persona: Administrator 

 Figure: Features of Holiday Calendar

Let's explore the following use-case.
Use Case
User Persona: Administrator
Solution

NovaTech , an organization adheres to SLAs (Service Level Agreements) for timely task resolution. A new task is expected to be completed with 48 hours, However, during holidays, the standard SLA timelines need to be adjusted to account for the non-working days. 

To achieve the SLA timeline, the Administratorconfigures the Holiday Calendar with the relevant holidays of the region. NovaTech utilizes the holiday calendar feature in its APEX platform for efficient SLA management.  
  • Holiday Configuration: Administrators maintain a centralized holiday calendar within the APEX platform, listing all official holidays.  
  • Service Window/SLA Definition: When setting service windows, administrators reference the holiday calendar to adjust SLA rules for holidays, ensuring timers pause on non-working days. 

Configure Holiday Calendar

Holiday Calendar is configured to meet the desired schedules in terms of task completion. To configure the Holiday Calendar, perform the following steps:

  1. Navigate to Design Studio > Application > Holiday Calendar.
    Figure: Landing Page of Holiday Calendar
  2. Choose the Domain and relevant Sub Domain as given below.
    Figure: Choosing the Domain and Sub Domain 

  3. Click New to create a new calendar.
     Figure: Creating a new Holiday Calendar 

Let's Define General Properties 

In the General Properties configuration, specify the Name, Description, Year, Domain, Sub Domain, Location, and Sort Order. Additionally, you have the option to import the Calendar based on the specified location. Further details can be found in the field description table below. 

Figure: Add General information for the Holiday Calendar

FieldDescription
General
Name*Specify the Name of your Holiday Calendar in a unique yet comprehensible manner.
Example: Head Office Calendar
Description

You can provide additional details about the Holiday Calendar in this field. For instance, you may include information about holidays observed at the Bangalore Head Office

Year*Specify the Year for the Holiday Calendar.  
Domain*The Domain is the highest level on hierarchy.
Sub Domain*A Sub Domainis the second level of hierarchy. It is chosen as a drop-down menu based on Domain selection.
Location*Choose the Location for which the Calendar is defined. This field can have multiple records. It is a multi-select drop down with a virtual scroll.
Sort Order Select the Sort Order which will allow the Holiday Calendar to be listed on the basis of the Sort Order. (Minimum value = 0 and Maximum Value = 9999999)
ActiveEnsure the Active Switch is enabled to activate the calendar. Only active records will be visible when referencing the record elsewhere in the platform. For example, only active calendars will be displayed when configuring a Service Window. 


Holiday List
DateChoose individual dates or a range of dates for defining the holidays.
Holiday NameSpecify the Holiday Name for the selected date(s).
Holiday TypeChoose the Type of Holiday as Optional / Public.
Import Calendar - Location Choose an existing calendar form desired location to import. 
Select CalendarSelect a Calendar based on the choice of location in the drop-down list. The Calendar is imported and successfully updated to the new year


Import Calendar
Import Calendar - Location Import Calendar from locations listed in the drop-down menu. 
Select CalendarSelect a Calendar based on the choice of location in the drop-down list. The Calendar is imported and successfully updated to the new year.
AppendAdd holidays from the imported calendar to the existing holiday list.
OverwriteReplace holidays from the imported calendar with those already added to the list.

An asterisk(*) represents mandatory field.


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