Set helpdesk exclusions

Setting exclusions for helpdesk provides more accurate use of ticket timers. Timers will not be applied to excluded days and times.

This task explains how to set excluded days and times.

  1. Select Helpdesk Hours under Help Desk on the Configuration and Tools page.
    The Helpdesk hours page is displayed.
  2. Click New Schedule Item.
    The Helpdesk Schedule Item page is displayed.

    Figure: Helpdesk Schedule Item page for exclusions

    Screenshot of the Helpdesk schedule item screen for exclusions
  3. Select Exclusion from the Type drop-down.
  4. Type a time in the Start field.
  5. Type a time in the End field.
    Note: The Start and End times are entered in 24 hour time format. For example, 3pm = 15:00:00.
  6. Click Calendar icon to the right of the Exclusion Date field. Click the required date.
  7. (Optional) Type a name for the entry in the Label field.
  8. Click Save.
    The Helpdesk hours page is displayed.
  9. (Optional) Repeat the above steps for additional helpdesk hours entries.