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calendarBusiness Calendars

Business Calendars define the working schedules that control two things in Siit: when SLA clocks run, and who requests get routed to.

Instead of a single workspace-wide schedule, you can create multiple calendars — one per team, location, or shift — and attach each one where it applies.

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What Business Calendars power

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SLA timing

Attach a Business Calendar to an SLA Rule so that SLA timers only count down during active working hours. Time outside those hours — evenings, weekends, public holidays — does not count toward First Response or Time to Close targets.

Different SLA Rules can use different calendars. Your EU team's SLAs run on CET hours. Your US team's run on ET hours. A P1 incident rule runs 24/7.

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Availability-based admin assignment

Assign a Business Calendar to an admin at the inbox level to define their working hours in that inbox. When auto-assignment is active, Siit routes requests to admins who are currently within their calendar's active hours — not to someone who clocked out two hours ago.

Because the calendar is set per inbox, the same admin can operate on different schedules in different inboxes. An admin who covers EU hours in the IT inbox can be assigned a US hours calendar in the On-call inbox.

For the full picture on how inbox assignment methods, exclusions, and routing rules interact with calendar-based availability, see Assignment.

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How it works

Creating a calendar

Go to Settings → Business Calendars and click New Calendar. For each calendar, set:

  • Name — e.g. "EU Support — CET" or "US West — PST"

  • Timezone — all hours are interpreted in this timezone

  • Working days and hours — enable or disable each weekday and set open/close times

Attaching to SLA Rules

Go to Settings → SLA Rules, create or edit a rule, and select a Business Calendar. The calendar governs when the SLA clock runs for any request that matches that rule.

Assigning to admins

Go to an admin's profile settings and assign them a Business Calendar. Siit uses this to determine their availability when routing incoming requests.

Related: SLAs · Assignment

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