Working Hours

Working hours can be defined on the K2 environment to store the working hours for the organization, or to create different zones for different departments and offices in the organization.

Working Hours are most typically used to evaluate escalations in K2 workflows. K2 administrators must define working hours before these working hours can be used in K2 escalations. If no working hours are selected in the Escalation rule, escalations will not take these hours into consideration. This may result in unexpected escalations, since offices may be closed at the time the escalation is fired. Check with the workflow developers and designers how the escalation logic should behave and what zones and configurations are required to support the desired escalation functionality.

Working hours are defined in terms of zones, and each zone can have its own working hours, special hours and exception dates. If your organization has offices worldwide, you may choose to define zones for each Office, and separately maintain the list of special days and exception days for each zone. Another use case is that you may define zones for the different functional areas of your organization: perhaps one zone for the IT Help Desk, which operates 12 hours a day, 6 days a week and another zone for the Finance department, which operates 8 hours a day, 5 days a week.

The Working Hours node allows you to configure Working Hours zones. You can add, edit, delete Working Hour zones, and select a zone as the default zone.