Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
Words and Phrases
| Search for | Example | Results |
|---|---|---|
| A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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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. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
|
Two or more words in the same topic |
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| Either word in a topic |
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| Topics that do not contain a specific word or phrase |
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| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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| A combination of search types | ( ) parentheses |
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Work schedules
A work schedule defines the work hours for one or more operators. Service Manager 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 Manager uses the following information to create a work schedule:
- Shift and break information
- Holiday information (optional)
Service Manager 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.
Related topics
Calendars
Holiday records
On-call schedules
On-call schedule exceptions
Time zones
Create a holiday group
Add a master data record
Delete a master data record
Update a master data record
Create an on-call schedule
