Siebel Field Service Guide > Setting Up and Using Scheduling > Defining Schedule Hours >

Setting Exception Hours

This task is a step in Process of Setting Up Scheduling.

Exceptions represent special nonworking days or working days. Different exception records may define exceptions for different sites—for example, U.S. holidays for one site and Canadian holidays for another. You can define a day or continuous blocks of days as an exception to a schedule. In some cases, exception hours can define working and nonworking periods—for example, no work on Sunday from 6 A.M. to 12 A.M. in a 7x12 schedule. For other schedules, exception hours can define work periods on days that are not normal work hours—for example, Saturday morning for a 5x8 schedule.

To associate an exception with a schedule, define the exception and include this exception in the definition of a schedule.

You can also use exception hours to block the scheduled time slot for the owner of an activity, in order to allow another employee to be assigned to the activity in the same time slot. For information about defining the exception hours for an employee, see Defining Hours for Employees. If the defined exception hours block a time slot in which an activity was scheduled for the employee, the activity is rescheduled when you reload the service region.

To add exceptions and exception hours to a schedule

  1. Navigate to the Administration - Service screen > Schedules view.
  2. Drill down on the Name field for a selected schedule and click the All Exceptions view tab.
  3. Create a new record and complete the fields as appropriate.

    The All Exceptions view names a set of exceptions to the hours defined in the Schedule Hours view. The Exception Hours view contains the definition of these exceptions.

  4. Click the Exception Hours view tab.
  5. Create a new record and complete the fields as appropriate.

    Some fields are described in the following table.


    Start Date
    End Date

    A range of calendar days or hours within a specific day that define the exception hours.


    Reason for the exception to the schedule. Values may include, for example, Appointment, Deadline, Sick Time, and Vacation.


    Type of billing rate. Can have a value of Normal, Overtime, or Extended Overtime. Overtime and Extended Overtime apply to exception hours that are marked as Working. The Appointment Booking System and the Optimizer use this value. For more information, see About the Appointment Booking System and About the Scheduling Optimizer.


    Indicates that the record defines a work period.

    NOTE:  Extended Overtime hours must be preceded by Overtime hours.

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