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Working Time Calendars

Overview

Working Time Calendars define the business hours during which your company, teams, or individual employees are considered available. These calendars are essential for accurately scheduling meetings, managing service levels, and calculating time-based metrics like response and resolution durations—particularly when using business hours rather than calendar hours.

Each calendar allows you to set regular working days and hours (e.g. Monday to Friday, 09:00–17:00) and to exclude specific days such as weekends or holidays. You can also define exceptions—days that differ from the standard schedule—marking them as either Non-Working Days (e.g. public holidays or personal leave) or Working Days (e.g. special weekend shifts).

Multiple calendars can be created to reflect different working hours for departments, teams, or support groups operating in the same or different time zones.

By defining when your teams are available, you can improve the precision of escalations, SLA milestones, and automated workflows.

Daylight Saving Time

Mythradon automatically accounts for daylight saving time based on the time zone configured for each calendar. No additional rules or adjustments are required.

Key Features

  • Custom Weekly Schedules Configure start and end times for each weekday independently.

  • Working Day Exceptions Support for irregular workdays (e.g. working weekends or special events).

  • Non-Working Day Exceptions Mark public holidays, staff leave, or other non-working periods that override regular schedules.

  • Multi-Timezone Support Define calendars using any supported time zone, with automatic daylight saving adjustments.

  • Multiple Calendars Create separate calendars for departments, teams, or users with unique availability patterns.

Default Working Time Calendars

Working Time Calendars can be applied at multiple levels:

  • System Default Set the default calendar globally from Administration → System → Working Time Calendar. This applies to all users and processes unless overridden.

  • Team-Level Calendar Assign a calendar to a team. Users will inherit this calendar through their Default Team setting. Refer to Team Management for further details.

  • User-Level Calendar Assign a specific calendar to an individual user for personalised working hours.

A Working Time Calendar record defines:

  • Time Zone – used to interpret all time-based calculations.
  • Workday Schedule – default working time ranges (start and end).
  • Week Schedule – which days are considered working, each with optional custom hours.

In addition, Working Time Range records allow you to override normal calendar behaviour for a specific date range, either globally (across one or more calendars) or for specific users. These exceptions can be of type Working or Non-Working and can include custom schedules.

Example Use Cases

Scenario How to Configure
Public holiday for a team Create an Exception linked to the calendar, set to Non-Working.
Employee leave Create an Exception linked to a user, set to Non-Working.
Special working Saturday Create a one-day Exception with type Working and custom Saturday hours.
Shortened workday due to an event Create a one-day Working Exception with a reduced custom schedule.

Visual Indicators

  • Non-working days are shown with a distinct background color on calendar views.
  • In Agenda or Timeline views, non-working time slots are shaded differently to clearly indicate availability gaps.

Access & Permissions

Users with access to the Working Time Calendar scope—both administrators and permitted standard users—can view, create, and manage calendars.

Accessing Working Time Calendars

You can access Working Time Calendars in two ways:

Option 1: From the Calendar

  • Navigate to: Calendar → [Top-right dropdown menu] → Working Time Calendars

Working Time Calendar Access - Light Working Time Calendar Access - Dark

Option 2: From Administration

  • Navigate to Administration → Working Time Calendar via the Menu Button

Both options lead to the Working Time Calendar List View, where you can browse existing calendars or click Create Working Time Calendar to define a new one.

Working Calendar Fields

Field Description
Name A user-friendly name that clearly identifies the calendar.
Description Optional notes describing the calendar's purpose.
Timezone A picklist of supported time zones. Used for all date/time calculations and daylight saving logic.
Workday Schedule The standard start and end times for working days, applied across the selected weekdays.
Mon–Sun Checkbox fields to mark which days are considered working days.
[Day] Schedule (e.g. Mon Schedule, Tue Schedule...) Allows custom start/end times for each selected day. Overrides the general Workday Schedule. Only visible when the corresponding day is checked.

Working Time Ranges

Working Time Range records let you override standard working calendar behaviour for a specific period—either for an entire calendar or for individual users. These overrides are ideal for capturing exceptions such as public holidays, staff leave, special working days, or temporary schedule adjustments.

Each Working Time Range can be set as either:

  • Non-Working – To block out time as unavailable (e.g. public holidays, leave).
  • Working – To define a custom working schedule for days that would normally be non-working (e.g. special weekend shifts, reduced hours).

Working Time Ranges enhance scheduling accuracy by ensuring exceptions are consistently applied across processes such as SLA calculations, escalation rules, and resource availability.

Accessing Working Time Ranges

You can manage Working Time Ranges from the Working Time Calendar List View:

  1. Navigate to the Working Time Calendar module using one of the access methods described above.
  2. Open a calendar, then click the Ranges button to view and manage associated exceptions.

Working Time Calendar Range - Light Working Time Calendar Range - Dark

Creating a Working Time Range

To create a new exception:

  1. Click the Create Range button.
  2. Fill in the relevant fields (see below).
  3. Click Save to apply the override.

Working Time Range Fields

Field Description
Type Indicates whether this is a Working or Non-Working range. Determines whether the time is available or unavailable during this period.
Name A clear, user-friendly name to identify the exception (e.g. ANZAC Day, Half-Day Saturday).
Description Optional notes explaining the purpose or details of the range.
Date Start The start date of the exception period.
Date End The end date of the exception period.
Calendars One or more Working Time Calendars this exception applies to.
Users One or more specific users this exception applies to (optional; overrides calendar-level application).
Schedule Only available when Type is set to Working. Allows entry of one or more custom start and end time slots for the day(s) in the range.

Working Time Range Detail - Light Working Time Range Detail - Dark

Best Practices

  • Use individual Working Time Ranges for each public holiday to improve clarity and maintainability.
  • For staff leave, create a Non-Working Range linked directly to the user.
  • For one-off shifts or extended hours, use a Working Range with a custom schedule.

Public Holidays

To manage local public holidays, create one Working Time Range per holiday and link it to the appropriate Working Time Calendar(s).

By combining Working Time Calendars with Working Time Ranges, you can achieve a detailed and flexible representation of your organisation's actual availability—empowering better planning, automation, and service delivery.

Formula Functions

The following formula functions are available to work with Working Time Calendars. These functions enable time-aware calculations using business hours rather than total elapsed time, helping to create precise automation, escalation logic, and reporting.

Each function takes into account the defined working days, hours, exceptions, and time zone of the calendar it references.

Available Functions

Function Description
ext\workingTime\addWorkingDays(DATE, DAYS) Adds a specified number of working days to a given date. The result is a date-time value set to 00:00 in the calendar's time zone.
ext\workingTime\findClosestWorkingTime(DATE) Finds and returns the start time of the next available working time slot after the given date.
ext\workingTime\getSummedWorkingHours(FROM, TO) Calculates the total number of working hours between two date-time values, excluding non-working periods.
ext\workingTime\getWorkingDays(FROM, TO) Returns the number of working days within a specified date range.
ext\workingTime\hasWorkingTime(FROM, TO) Returns true if any part of the specified range overlaps with a working time period; otherwise returns false.
ext\workingTime\isWorkingDay(DATE_OR_DATETIME) Returns true if the provided date falls on a working day in the referenced calendar.

Calendar Context

All workingTime functions support an optional third and fourth argument, allowing you to specify which calendar context to use:

  • Entity Type – either 'User' or 'Team'
  • Entity ID – the ID of the specific user or team whose calendar should be used

If no calendar is specified, the system default calendar is applied.

This flexibility ensures that calculations are aligned with the actual working conditions of the responsible team or user.

Example Use Cases

  • Add 3 working days to a case creation date for a follow-up task deadline.
  • Calculate the number of hours a ticket remained open during business hours.
  • Determine whether a weekend escalation falls within a team's defined working time.
  • Create reports that reflect only business-day durations between lead creation and conversion.

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See also