On-call schedule exceptions

The On Call Information form enables you to define exceptions to the standard notifications and time intervals in the daily schedule. There is an Exceptions tab where you can note deviations from the server time zone and notification method for any operator. For example, consider this scenario and how the Exceptions tab captures schedule variations.

• A European company has headquarters in London, where the corporate server is located.
• The company record specifies that Western European Time (WET) is the default time zone.
• Teresa Thompson is an employee, but she works remotely from California.
• Her manager notes that her Local Time in the On Call Information form is Pacific Standard Time (PST).
• When her manager sends her to Chicago for two weeks of on-site customer support, the manager makes an entry in the Exception Time Zone field that temporarily changes her location to Central Standard Time (CST).
• When she returns to California, the manager removes this exception entry from the on-call schedule form before ITSMA Service Management generates the next day's record.

Daily Schedule

Service Management displays daily schedule information for regular on call dates and times using a relative date and time format that is not dependent on a specific time zone. The relative time format is dd hh:mm:ss. For example, the Servicedesk Agent always begins work at 8:00:00 and stops work at 17:00:00.

Exceptions

Service Management displays on call exception dates and times using an absolute date and time format. The absolute date and time are for the time zone specified in the On Call Information form. If you omit a time zone, the default value is the time zone in the company record. The absolute time format is mm/dd/yyyy hh:mm:ss. For example, Teresa Thompson worked in the Central time zone only one day. She began work on 03/14/2009 08:00:00, and stopped work on 03/14/2009 at 17:00:00.