By using 'Opening Hours' as internal calendar you can define the availability (IM presence) of all configured Configuring Services.

(lightbulb) This option is useful for when you don't (want to) define or use a shared mailbox calendar - in case you do have a shared calendar - want to exclude services from the general rule. 

The Opening Hours tab is accessible via WebConfigurator -> Settings -> Service -> Opening Hours

WebConfigurator - Service Opening Hours with opened event details

Opening Hours Categories

On the 'Opening Hours' page you have access to the following settings

Control NameDescription
NameSystem-Internal name for the opening hours calendar. This name will be visible for selection, e.g. when configuring the service opening hours.
Organization UnitSpecifies the organization units this calendar will be assigned and made accessible to.
Default Category

Specifies the default category being applied for this calendar.

(lightbulb) A "default closed" makes sense if you don't want to provide 24/7 support and instead want to define specific opening hours.

(lightbulb) As an example you can also use this feature to create a "Holiday" or "High Load" calendar with special working hours. That way you can keep the default calendar intact and just "Switch" your services to different opening hours temporarily.

TimeZone Picker and +Add ButtonAdds a new Event to the calendar - see chapter below. The calendar and all events are created under the respective timezone and will be shown to you time-adjusted accordingly.
Legend of Categories 

These categories apply when using the "Check Working Hours" workflow element, which allows you to branch and define handling for each state.

(lightbulb) These "categories" are just placeholder names and color codes. You can literally define anything in your workflow structure, allowing your services also to also accept calls during "Holidays". However we highly recommend sticking to using only few select categories consistently across all your workflows, as the mapping from service to workflow could change within your organization. 

On Callbacks: 

If a Callback Task is due but Service is "Closed" according to Opening Hours Callback Category the following rules apply:

  • If a future "callback" category entry was found, the callback scheduled for this entry start date.

  • If no future "callback" category entry was was found, the task is rescheduled (deferred) for 1h.

  • After 1h the system checks again if the Service is "Closed" and follows the same logic as described above.

Calendar Controls (various)

The calendar view provides the following controls and concepts

  • Use the header area to switch between day, week and month range, as well as toggle between weeks using the arrows.
  • The "today" button resets the focus depending on the range set.
  • You can toggle the view between full day and business hours
  • Double click onto any empty space to create a new event. The same can be done to edit an existing event.
  • Any event can be deleted by clicking "X" at its top right.

Opening Hours Calendar Controls

Opening Hours Priority

Below is a table of calendar categories in our products.

Overlapping calendar events are resolved by the highest priority value.

CategoryPriority
CheckingFailure 0
Closed 1
Open 2
FlexibleTime3
PreHoliday 4
InternationalHoliday 5
NationalHoliday 6
LocalHoliday7
Special18
Special29
Special3 10
Special4 11
StandByDuty 999

Editing Opening Hours

  1. To define an opening ours calendar even, click on "Add Event"
    → A dialogue to configure the new time period opens
  2. Fill out the following details: 

    Control NameDescription
    NameName for the Event (e.g. Opening Hours)
    Category

    Depending on what you chose as "Default Category" earlier: 

    • When Default was "Closed" then you create "Open" hours now
    • Pick any Category as needed and defined in your workflow and "Check Working Hours" workflow element,
    Time Zone

    You can define any timezone needed.

    (info) The time (start and end) will be adapted to your main opening hours timezone once you save the event.

    All Day event

    Disables the time selection and makes it a full day.

    (lightbulb) Note: Instead of a full day we recommend setting daily opening hours via "Repeat" on "weekly". By defining two blocks (morning and afternoon hours) you have more diverse control over adapting single days (or making exceptions).

    Start / End
    • When "Repeat" is set ot "Never": Defines the start and end time for that day or a consecutive block from start to finish date.
    • When "Repeat" is set to a recurrence: Defines a block that recurs every day. 
      (lightbulb) To specify a weekly occurrence you don't need to define start and end-date. Just keep the "Start" and "End" day the same and define the hours.

    Here is an example that defines a 15 min period which: 

    • Starts at 24th of November
    • Occurs every week
    • From 9:45 to 10:00 only
    • On Mon, Wed and Fri
    • Doesn't end

    (info) Recurrent events that span multiple days are displayed "All day" events in the calendar view to signify the daily transition. 

Noteworthy points on defining calendars

  • While possible to "stack" events in parallel, it's not recommended to do so as it may result in conflicting states in your Workflows.
  • Breaks or Holidays don't need to be defined for each day when you defined the "Default" category accordingly. 
  • You can use recurring items to quickly define the "normal" state of your opening hours, then delete individual instances for making exceptions (e.g. Holidays)

Edit Recurring Item

You can double click any existing calendar item to quick edit. Editing Recurring items will show a dialogue as follows.

WebConfigurator - Opening Hours - Delete Recurring Item

When selecting "Edit Current Occurrence" you can change details and "Save" the item, thus "detaching" it from the recurrence rule.

Delete Recurring Item

The same concept applies when you delete any recurring item via the X-icon

When selecting "Delete Current Occurrence" you can delete a single item, "detaching" it from the recurrence rule.

Apply Opening Hours to Service

To use the Opening Hours Box, simply select it the General Service Information(General Information) tab.

Selecting an Opening Hours Box (Calendar) for a Service

Known Limitations

Recurring Events on a DST-Shift-Day


Known Issue (Kendo Scheduler)

There is a reported bug in the scheduling component used in Opening Hours Calendar.

When you create a recurring event on a DST (Daylight Savings Time) shift day, all related recurring events are shown at shifted time.

A bugfix is outside of Luware scope. Until this is resolved we recommend to create the start of recurring events starting outside of a DST-shift-day.