You can define each individual holiday as a schedule entry to create exceptions to
existing schedules.
For instance, if an SLA requires an incident be resolved within three business days excluding
Christmas, create a schedule entry for Christmas. Creating this entry ensures that the SLAs do
not count Christmas when calculating elapsed time, even if it falls within the work week.
Because schedules can be included in other schedules through a parent-child relationship, it is
also possible to create a holiday schedule and include it in other schedules to keep holidays
consistent. The following example shows a holiday schedule.Figure 1. US Holidays
The following example shows a schedule that includes the preceding holiday schedule.Figure 2. Child Schedule
