Words and Phrases
Work schedules
A work schedule defines the work hours for one or more operators. ITSMA Service Management can generate a complex 24x7 schedule that spans multiple time zones, includes all shift and break information, accommodates any regional shift to Daylight Savings time, and automatically accounts for local or national holidays. Service Management uses the following information to create a work schedule:
- Shift and break information
- Holiday information (optional)
Service Management uses work schedule information in various calculations. One of the more important calculations is when to trigger an alert that an incident should escalate to the next level.
The caldutyhours table
The caldutyhours table contains records that identify the time to start and stop work, and the time to start and stop a break. The caldutyhours table contains the following out-of-box records.
| Shift name | Holiday table | Duration |
|---|---|---|
| Long | standard | 50-hour week with no breaks |
| Short | standard | 42.5-hour week with no breaks |
| Day shift | standard | 40-hour week with one hour breaks |
| Day shift 2 | standard | 40-hour week with one hour breaks |
| Graveyard shift | none | 40-hour week with no breaks |
| Managers | none | 40-hour week with no breaks |
| Ops graveyard | none | 40-hour week with no breaks |
| Second shift | none | 50-hour week with no breaks |
| Standard | none | 40-hour week with no breaks |
| Swing shift | none | 50-hour week with no breaks |
Work schedules can apply to a group, such as an assignment group, or to an individual named in the operator or contacts table. When you create schedule records, start and stop times must not overlap, and breaks must occur within the defined work shift.