Different working hours for public holidays

[Mothra]

Hi, the company I'm currently installing OTRS for has the following support hours:

Monday to Friday: 08:30 to 18:30
Saturdays & Public Holidays: 10:00 to 18:00

Leaving aside the problem of hours that start on the half hour, the problem I have is that there's nowhere to configure public holidays during which you provide customer support (and obviously TimeVacationDays will not help here).

Has anyone managed to work around this problem?

[elvanov]

Hello,

What I can think of is to set the fixed working hours (as you might already have done) in the Core::Time or in the specific calendars that you use and to register the public holidays in the TimeVacationDays.

Certainly, the system won't show the entry for the days that are registered as vacation, but you can still select them from the calendar and register your working hours on them. If you do it this way, the number of working hours for the holidays will be flexible, although you will have to confirm that you worked on a holiday when the system asks you to.

I hope this helps!

Regards,
Elva

[Mothra]

Hello,

What I can think of is to set the fixed working hours (as you might already have done) in the Core::Time or in the specific calendars that you use and to register the public holidays in the TimeVacationDays.

Certainly, the system won't show the entry for the days that are registered as vacation, but you can still select them from the calendar and register your working hours on them. If you do it this way, the number of working hours for the holidays will be flexible, although you will have to confirm that you worked on a holiday when the system asks you to.

I hope this helps!

Regards,
Elva

What I am concerned about is ticket escalation - if I add in vacation days to the calendar, then the ticket will not count that day when deciding whether it should escalate.

Also, I'm not sure exactly what you mean by "select them from the calendar and register your working hours on them"; could you explain?

[elvanov]

Hello,

You are right about the escalation, I didn't consider this for my previous answer.

About your question: Also, I'm not sure exactly what you mean by "select them from the calendar and register your working hours on them"; could you explain?

Yes, what I meant is that the time accounting module shows you a list of days in which you should enter your working hours. But when a certain day is registered as vacation, the date that corresponds to that specific day will not be shown into this list ("Days without entry"), however, you can still choose this day in the "Date navigation" and enter your working hours.

Ok, I can think about something different, since your employees already know when they should work from 8:30 to 18:30 and when from 10:00 to 18:00, what about leaving the start and end time empty and just add the number of hours they worked on a task in the "Period" field? To achieve this, go to the SysConfig and set TimeAccounting::InputHoursWithoutStartEndTime to "Yes".

I hope this helps!

Regards,
Elva

[Mothra]

Hello,

You are right about the escalation, I didn't consider this for my previous answer.

About your question: Also, I'm not sure exactly what you mean by "select them from the calendar and register your working hours on them"; could you explain?

Yes, what I meant is that the time accounting module shows you a list of days in which you should enter your working hours. But when a certain day is registered as vacation, the date that corresponds to that specific day will not be shown into this list ("Days without entry"), however, you can still choose this day in the "Date navigation" and enter your working hours.

Ok, I can think about something different, since your employees already know when they should work from 8:30 to 18:30 and when from 10:00 to 18:00, what about leaving the start and end time empty and just add the number of hours they worked on a task in the "Period" field? To achieve this, go to the SysConfig and set TimeAccounting::InputHoursWithoutStartEndTime to "Yes".

I hope this helps!

Regards,
Elva

Not really - unfortunately, the Time Accounting module is not available for OTRS 3.

[crythias]

I'm working on it. Maybe.

It's a BIG BIG mess, but essentially what it comes down to is that I'll extend TimeWorkingHours to include (for now) up to 4 Vacation days: Vac1-Vac4
So far, I have to change Framework.xml to include the new day descriptions
<Day Name="Vac1">
</Day>
<Day Name="Vac2">
</Day>
<Day Name="Vac3">
</Day>
<Day Name="Vac4">
</Day>

then change Modules and System to include the new days to show in the interface.

then overload the Vacation days entries to be listed as a day of "Vac1, Vac2," etc.

then change the code where it sees the vacation day and, while it would normally ignore that day as a non-workday, check what day type it is and then check if the hours of operations for the Vac1 day make sense.

After all of that, and maybe somewhere else, I'm thinking... if I prepare enough ahead of time, I can know that the vacation days are coming and change the DAY hours manually before and after the vacation. ... further consideration makes it seem easier to do the 30 minute part than the vacation day part.

[jojo]

Hi Crytias,

you can just add additional days via sysconfig. No need to change the XML.

[crythias]

You can add dates, but you can't add days to TimeWorkingHours, which is what would help the Original Poster.

Mothra wants to have certain TimeVacationDays or TimeVacationDaysOneTime to have custom TimeWorkingHours (forinstance, starts early or starts late in the day for that day only).

[elvanov]

Mothra,

The Time Accounting module is currently being ported. The first beta (compatible with OTRS 3.0) will be released on January 21st., 2011.

Regards,
Elva

[cbravo]

Mothra,

The Time Accounting module is currently being ported. The first beta (compatible with OTRS 3.0) will be released on January 21st., 2011.

Regards,
Elva

with that module will we be able to set working hours to a half an hour granularity? for instance start working time at 8:30 or 10:30 instead of having to start o'clock.

[elvanov]

---> with that module will we be able to set working hours to a half an hour granularity? for instance start working time at 8:30 or 10:30 instead of having to start o'clock.

Yes. But on TimeWorkingHours::Calendar# you can only select complete hours.

[jojo]

But the module Time Accounting won't help in this case.