Users with the agent calendar administrator role can create a schedule to use with the agent calendar.

Before you begin

Role required: agent_schedule_admin

About this task

Creating a schedule for the agent calendar uses the schedule feature. For more information, see Schedules.

Schedules are configured with two types of records.
  • Schedule records specify a time zone and a type of schedule and use one or more schedule entries. Schedule records are saved in the Schedule [cmn_schedule] table.
  • Schedule entry records specify the time periods that are included or excluded from a schedule. Schedule entries are saved in the Schedule Entry [cmn_schedule_span] table.

For more information on schedule fields, see Schedule fields.

Procedure

  1. Navigate to All > Agent Schedule > Schedule.
  2. Click New.
  3. Complete the fields on the Schedule form.
    Table 1. Schedule form fields and descriptions
    Field Description
    Name Enter a unique name for the schedule.
    Time Zone Select the time zone for the schedule. If you select Floating, the time zone will be relative to whatever is accessing the item at any given time.
    Parent Select a parent schedule to constrain the new schedule.
    Type Enter a label that describes the purpose of the schedule. You can also use one of these system terms to determine how to process certain schedules:
    • excluded: excludes time periods from SLA counts.
    • maintenance: specifies time periods where change management activities are allowed. A schedule containing maintenance schedule entries cannot also contain blackout schedule entries.
    • blackout: excludes time periods from change management schedules. A schedule containing blackout schedule entries cannot also contain maintenance schedule entries.
    Description [Optional] Describe the schedule.
    Note: The Schedule form displays a warning message if there are no active entries defined for the current schedule. If your schedule is a child schedule that only contains exclusions, ignore the message because exclusions are non-active entries.
  4. Right-click the header bar and click Save.
    Note: If you create a schedule of type maintenance and save the record, a UI policy hides the Type field from the form. To view or change the value for the Type field, view the list of schedules rather than the schedule form and add the Type column if necessary. You can double-click the cell for the value in the Type column and modify from the list view.
  5. Configure one or more schedule entries.
  6. Click Submit.