---
title: "Set working hours, shifts and leave days"
description: "Build a working calendar in the CloudFly Helpdesk console with weekday shifts and one-off leave periods, so the SLA clock counts business hours only."
updated: "2026-08-28"
audience: [administrator]
source: "https://helpdesk-docs.svr1.feedapp.click/en/ticket/lich-lam-viec"
---

A working calendar is the window in which the SLA clock may run. Outside it,
the deadline holds still. This page builds a calendar and attaches it to an SLA
policy.

## Goal [#goal]

The workspace holds a calendar that describes the hours your team really works,
leave periods included, and an SLA policy computing its deadlines against it.

## Before you begin [#before-you-begin]

* The **administrator** role; any other account opening this screen receives
  the line **Administrator only** and nothing else.
* The real cover hours of your team, day by day.
* The working calendar screen has no Vietnamese build: the English labels in
  bold below are what the console prints whichever language you run it in.

## Steps [#steps]

1. Open **Tickets** → **Working Calendars** and press **New calendar**.
2. Fill **Name** with something that describes the window, such as
   `Business Hours (Mon–Fri)`. Leave **Timezone** at `UTC` until you have read the
   warning below.
3. The **Working hours** block opens with five rows, Monday to Friday, **From**
   `9` and **To** `17`. Edit each row to match your cover.
4. Hours accept decimals in quarter steps: `17.5` means 17:30. **From** has to be
   smaller than **To** on the same row.
5. Press **Add shift** to add a row, or the bin icon to drop one. A lunch break
   becomes two rows on the same day.
6. In **Leaves (optional)**, press **Add leave**, fill **Leave name**, then set
   **Starts** and **Ends**. That period is removed from every shift it covers.

   ![The working calendar form with a Name box, a Timezone box and a Working hours block listing five shift rows from Monday to Friday](https://helpdesk-docs.svr1.feedapp.click/images/docs/ticket/lich-lam-viec/01-bieu-mau-lich.en.webp)

   *The working calendar form with the five default weekday shifts.*
7. Press **Create calendar**. The console returns to the calendar list.
8. Attach it to a policy: open **Tickets** → **SLA Policies**, edit a policy and
   pick the new calendar under **Working calendar**.

## Verify [#verify]

In the **Working calendars** list, the new row prints **Name**, **Timezone**
and a summary in the **Schedule** column reading
`5 shift(s) across Mon, Tue, Wed, Thu, Fri`. The shift count in that sentence
matches the number of rows you entered.

Create a test ticket on the team that uses the policy. Open its card drawer
on the Kanban board: the **Deadline** falls inside a covered window, not
overnight and not inside a leave period.

> **Warning:** Shift hours are read as **UTC**. The **Timezone** field is stored and shown,
> but the deadline arithmetic never reads it. A team working 09:00–18:00 in
> Vietnam (UTC+7) has to enter **From** `2` and **To** `11`.

## Troubleshooting [#troubleshooting]

| Symptom                                                                              | Cause                                                             | What to do                                                       |
| ------------------------------------------------------------------------------------ | ----------------------------------------------------------------- | ---------------------------------------------------------------- |
| Deadlines are off by exactly the offset of your timezone                             | Shifts are counted in UTC, not against the **Timezone** box       | Convert your cover hours to UTC and enter them again             |
| "Every shift must have hourFrom \< hourTo."                                          | A row has **From** at or after **To**, usually an overnight shift | Split it into two rows: `22`–`24` today and `0`–`6` the next day |
| Deleting fails with "Could not delete calendar — it may be in use by an SLA policy." | An SLA policy still points at that calendar                       | Move the policy to another calendar, then delete                 |
| A ticket receives no deadline at all                                                 | The attached calendar holds no shift rows                         | Reopen the calendar and add at least one shift                   |
| A leave period changes nothing                                                       | **Starts** and **Ends** do not overlap any shift                  | Check both instants, remembering they are UTC too                |

## Next steps [#next-steps]

* [Set an SLA policy for a team](/en/ticket/chinh-sach-sla)
* [Configure the columns of a team's board](/en/ticket/cau-hinh-cot)
* [Track tickets on your team's Kanban board](/en/ticket/bang-kanban)