Here’s what I did, and it works. I created a property with a radio-select field. Then I created 2 main workflows (and an optional Holiday workflow). Now I can easily report when our tickets are coming in.
1. Create a Ticket property called ‘Business Hours?’
2. Create 3 different workflows that kick off when a ticket is created.
SET BUSINESS HOURS
Only execute the workflow during business hours.
SET NON-BUSINESS HOURS
Delay the ‘Non-business hours’ by a minute and build an if/then branch to update the field if it’s empty.
Only execute the workflow during NON-business hours.
SET HOLIDAY HOURS WORKFLOW
Should look just like the ‘Business Hours’ workflow but sets the field to ‘Holiday’. You’ll need to pause the ‘Business Hours’ workflow from executing and manually turn on the ‘Holiday Hours’ for those days your office is closed.
3. Report
