Administer > Application setup > Calendars > Work schedules

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