Miscellaneous

What can technicians do with the "Set Password" permission?

A: Technicians with this permission can set or update passwords for other technicians and requesters from their respective list pages, as well as change their own password.

Can technicians change the Tenant Admin's password?

A: No, technicians are not allowed to change the Tenant Admin's password. Only the Tenant Admin can manage their own password for security reasons.

Where can technicians access the password-setting option?

A: The password-setting option is available on the Technicians List and Requesters List pages for users with the necessary permission.

What are Business Hours used for?

A: Business Hours define the working time during which SLA response and resolution times are calculated. Holidays and non-working hours are excluded from these calculations.

What types of Business Hours can be configured?

A: You can configure:

• 24x7: No breaks or weekly offs—ideal for always-on support teams.
• Custom: Define office timings, breaks, off days (e.g., 2nd and 4th Saturdays), and holidays.

Can different departments have different Business Hours?

A: Yes, you can define separate Business Hours for each department as needed.

How are holidays managed within Business Hours?

A: You can define Yearly Holidays for specific years or set them as Recurring. Recurring holidays apply every year, and year selection is disabled.

Is there an option to import holidays in bulk?

A: Yes, you can import holidays using a CSV or Excel file. Field mapping and result previews are provided before finalizing the entries. For more details, refer to Add Business Hours topic.

How do Business Hours affect SLAs?

A: SLAs must be configured to use Business Hours. Based on the set working hours and holidays, the system calculates if response or resolution time targets are met.