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Administration

SLA policies and work calendars

Business hours, public holidays, and targets per priority.

SLA deadlines in RANCAQ are calculated in business hours, not wall-clock hours. This page explains how an admin sets up the working calendars and SLA policies that the calculation is based on.

Setup order

An SLA policy always points to one working calendar, so create the calendar first:

  1. Create a working calendar under Administration → Working calendars.
  2. Create an SLA policy under Administration → SLA, then mark one policy as the default for incidents.
  3. Attach an SLA policy to the catalog items that need one (see Service catalog).

Changing calendars requires the calendar.manage permission; changing policies requires sla.manage.

Working calendars

Creating a calendar

  1. Open Working calendars, then click New calendar.
  2. Fill in Name, for example the office name.
  3. Choose the Time zone: WIB, WITA, or WIT.
  4. Check Make this the tenant's default calendar if this calendar should be the default. Only one calendar can be the default. The default calendar's time zone becomes the workspace time zone: every time on screen, report period boundaries, CSV files, and emails use it. A workspace without a default calendar uses WIB (Asia/Jakarta) both on screen and on the server.
  5. On the Working hours tab, check the working days and set their hours. The initial draft covers Monday to Friday, 08:00–17:00. Click Interval to add a second time range on the same day, for example to leave out a lunch break.
  6. Click Save.

A calendar must have at least one working day with one interval.

Holidays

The Holidays tab lists holidays with the columns Date, Name, and Type. The types are National holiday, Collective leave, and Tenant-specific holiday.

  • To add your own holiday, fill in the date and Holiday name, then click Add holiday. It gets the type Tenant-specific holiday.
  • To load Indonesian national holidays, open a calendar that has already been saved, choose the Year, decide whether to check Include joint leave, then click the button next to it. The list comes from SKB data stored on the RANCAQ server, not fetched from the internet. The year list only contains years for which data is available.

Loaded national holidays are saved immediately and replace holidays on the same date. Holidays on other dates stay. Save your manual holiday changes first before loading national holidays, so they are not overwritten.

Calendar per site

Each site can use its own calendar through SLA business calendar override on the Administration → Sites page. Tickets from that site are calculated with that calendar; if it is empty, tickets use the SLA policy's calendar. See Organization.

SLA policies

Creating a policy

  1. Open SLA, then click New policy.
  2. Fill in Name and, if needed, Description.
  3. Choose the Working calendar.
  4. Check Default for new incidents if this policy applies to all new incidents. Only one policy can be the default.
  5. Fill in the Targets per priority for P1 to P4: First response and Resolution, in business-hour minutes. Leave a field blank if it needs no target. At least one target must be filled in.
  6. Choose the Pending reasons that pause the resolution SLA. By default only Waiting on requester is checked. The first-response SLA is never paused.
  7. Fill in the At-risk threshold (% of target), between 1 and 99. The starting value is 80. A ticket is flagged as at risk when elapsed time reaches this percentage.
  8. Click Save.

Which policy is used

  • Incidents use the policy marked Default for incidents. Without a default policy, new incidents have no SLA target.
  • Service requests from the catalog use the policy attached to their catalog item. An item without a policy produces requests without an SLA target.
  • The target used follows the ticket's priority. If that priority has no target, the ticket runs without an SLA for that metric.

Configuration versions

Every change to working hours, holidays, targets, pauses, or the threshold is saved as a new version. The Config version column in the list shows the latest version.

SLAs already running do not change. When a ticket's SLA starts, RANCAQ locks the policy version and calendar version in effect at that moment. Your changes only apply to SLAs that start afterwards. In the ticket detail, the locked versions are visible on the SLA indicator.

Both lists have the same toolbar: a search box, Filter, Sort, and Group. For example, you can filter calendars by Time zone or Default status. Click a row to open and edit it.

How agents see deadlines is explained in SLA and deadlines.