Scheduling in Service Operations Workspace

View and manage schedules, shifts, and time-off requests.

The Schedules menu helps agents view and manage day-to-day work, request time off, and propose coverage for an absence.

A shift manager can create and manage schedules, shifts, team members, escalation trigger rules, and policies for their group. Shift managers can also approve or reject time-off requests, and resolve conflicts and gaps for their group. An on-call admin can perform these tasks for any group.

Table 1. Schedules page field description

Field	Description
Teams search field	Select and view all the shifts of a particular group. You can also enter the name of a team to execute the search operation.
Create shift	Create a shift. You can customize the name, start date, end date, occurrences, and repetition, or use a predefined template.
Today	View all the activities for the current day.
Month	Select and jump to a particular month.
Timezone	Select a time zone for the shift.
View	Drop-down list for selecting either the time-line view or calendar view. You must also decide whether you prefer the day, week, or month view.
General settings	Filters to view: Gaps Conflicts Shift members Pending absences Approved absences Draft shifts
Share calendar	Share the iCal URL or .ics file with other members to download and subscribe to a calendar. Agents and Shift managers can also select a preferred shift from the drop-down list, go to the subscription page and subscribe to the shift calendar. The drop-down list displays all the shifts of the group, user is part of. Note: This option is available for Washington DC and later releases only. For previous releases, you have the option to send an email with a subscription link.
Shift card	Select a shift or right-click it to view the shift details and access the following: Edit shift icon () to edit the shift details. More options icon () to resolve gaps and conflicts.
Edit shift icon ()	Select a shift and select the edit shift icon () to do the following: View and edit shift details like the start time, date, time zone. Add, delete, and edit the members in a shift. You can also add or delete responder levels and rotation details. Open and edit the escalation policies in the team record.
More options icon ()	Use the more options icon to do the following: Provide coverage Schedule extra time Schedule an absence
Required actions	Displays a list of upcoming tasks that are assigned to you. For an agent, the task might be an upcoming shift or absence that they’ve scheduled. For a manager, the task might be a list of gaps and conflicts or a time-off request for an upcoming shift.

Figure 1. Schedules landing page

• Manage your work and schedule an absence
  Request an absence, provide coverage for a shift, and request overtime for a shift. Managing your work helps shift managers and on-call admins plan shifts and confirm that members are available to respond to incidents and escalations at all times.
• Create and edit on-call shifts in Service Operations Workspace
  Create and edit an on-call shift using the Schedules menu or the Teams menu in Service Operations Workspace.
• Create new form
  Use the Create new form to create an on-call shift in Service Operations Workspace. If you select the Create new option on the Schedules page, provide the following field details.
• Manage on-call shifts in Service Operations Workspace
  Accept or reject absence requests, resolve gaps, and conflicts by providing coverage and scheduling extra time for an on-call shift in Service Operations Workspace.