Example Work schedule creation

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

The following gives you an outline of how to create a Work schedule in Service Management, including Holidays and exceptions, for a 1 year period from June 1, 2014 to May 31, 2015.

The requirement is for a Monday to Friday working week, 8:00 A.M. to 5:00 PM with a break from 12:00 P.M. to 1:00 P.M. The Holidays are to include the usual USA national holidays. The exception is to be the Sunday before July 4, 2014. Although not normally part of the working week, it is to be added to the Work schedule.

To start, from the main menu, select Plan > Time Period. Service Management displays the available time periods.

In outline, the steps are:

Create the Holiday time period

Click New.
Type the Title. For example, USA National Holidays.
Add the Description. For example, This includes the following: New Year's Day, July 4th, Labor Day....
Select Holiday as the Type.
Select the Owning group and Owner as appropriate.
In the Scheduling section, select the appropriate Time zone.

Service Level Management calculations are performed using the time zone set in the Service Level Target Definition.

The first holiday you choose to add is New Year's Day.

In the Scheduling section:
1. Click One time event.
2. Enter a Start time of January 1, 2015.
3. Select All day event.
Click Add rule.
On the left side, select the rule you have created and rename it as, for example, "New Year".

The second holiday you choose to add is 4th of July.
On the left side, select Untitled rule 2 and rename it as, for example, July 4th.
Repeat steps 7a-c, but in step b, enter July 4, 2014.
Continue to add the other holidays relevant between June 1, 2014 and May 31, 2015:
1. Click Add rule.
2. Repeat steps 7a-c, but in step c select the appropriate date of the holiday.
Save the Holiday time period.

Create the Work schedule

Click New.
Type the Title. For example, Standard Work Schedule.
Add the Description. For example, Standard Monday to Friday work week, 8:00 A.M. to 5:00 P.M. with a 1-hour break at noon.
Select Work Schedule as the Type.
Select the Owning group and Owner as appropriate.
In the Scheduling section:
1. Click Recurring event.
2. Enter a Start time of 8:00 A.M.
3. Enter an End time of 12:00 P.M.
4. Select Repeat every 1 Week.
Click Add rule.
On the left side, select the rule you have created and rename it as, for example, Morning.
On the left side, select Untitled rule 2 and rename it as, for example, Afternoon.
Repeat steps 6a-d, but:
1. In step b, enter 1:00 P.M.
2. In step c, enter 5:00 P.M.
Save the Work schedule time period.

Note It is possible to complete the following procedures as part of creating the Work schedule. Because of the importance of these procedures, they are separated out so as to highlight them.

Add a positive exception (working holiday) to the Work schedule

This is where you add in the Sunday before July 4th to the Work schedule.