Setting Up Work Calendars
A work calendar defines working days, working hours, holidays, and any other exceptions (such as overtime) to the work schedule. Alloy Navigator supports multiple work calendars. In Service Management, different work calendars may be used for calculating Ticket’s response and due dates. In Workflow Management, you can use specific work calendars in conditions for Actions and Triggers to check whether a date is covered by a work calendar, or to compare two dates within working hours of a calendar.
A typical work week is set from Monday through Friday with a work day from 9:00 AM to 6:00 PM, however Alloy Navigator allows you to customize support hours to meet the needs of your organization.
Each technician has a personal work calendar, which is essentially a combination of the corporate work calendar and their individual list of personal events such as vacations, personal days, and other time off. If technicians in your organization work at different locations in different time zones or work in multiple shifts, you would need to use multiple global work calendars. Each technician would still need to have a personal work calendar for tracking personal events and exceptions.
INFO: For details on personal events, see Managing Personal Event Categories.
INFO: For details on calculation Ticket’s response and due dates, see How-Tos: How to Configure Auto-Prioritization of Tickets.
INFO: For details on Workflow Management, see Workflow Management.
Configuring Work Calendars
Before adding a work calendar, you should define regular working and non-working hours and specify holidays and other corporate days off. Once you have defined working and non-working hours and holidays, you can start creating a work calendar.