Use Case: Create a custom schedule for SLAs to operate 24/7 weekday's (Mon-Fri) based on the caller's time zone, specifically exclude holidays in India and U.S.
To set this up, I have created a custom schedule for SLAs to operate 24/7 weekday's (Mon-Fri) based on the caller's time zone, specifically for holidays in India and U.S.
1. First we need to search 'Schedules' under the system schedule in application navigator.
2. To begin, open the Schedules module and click the 'New' button.
3. Once the new form is opened, please fill in the required data accordingly. Kindly refer to the screenshot attached below for guidance.
4. Then, click the 'New' button to add 'Schedule Entries' in the Related List.
5. Once the new form is opened, please fill in the required data accordingly. Kindly refer to the screenshot attached below for guidance.
6. Once the schedule entries are created, we also need to set up the 'Child Schedule' for specific holidays.
7. Once the new form is opened, please fill in the required data accordingly. Kindly refer to the screenshot attached below for guidance.
8. After filling out the data, we need to create a holiday list for the schedule entries in the related list, as shown in the screenshot below. For reference, I have included a list of five holidays for India and U.S.
9. In a list of holidays, we need to properly configure the holidays according to the requirement and I have selected 3 different types of holidays to address various scenarios.
10. If a new holiday needs to be added use 'New' button to create any entry as per the requirement.
11. To delete an entry, just open the record and click on the 'Delete' button.
12. Since Christmas always falls on December 25th, we need to set a static value for this date, and it will occur annually. It has been configured to repeat for the next 10 years. And set the type as 'Excluded' and show as 'Busy' to ensure the SLA is paused on this configured day.
13. We don't have static value for Diwali and Holi so we need to pass static value for Diwali and Holi and we need to update and maintain manually every year.
14. The Thanksgiving Day & U.S. labor day dynamic/floating date so no changes are needed accept for the repeat until field current field set until 13 December 2035 cover in approximately 10 years.
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Chinmay Batra
