How do I create a coverage schedule?

To create your own coverage schedule calendars with the intervals and holidays specific to your business, do the following:

1. Sign in to the application as a sales administrator.

2. On the Navigator, click Subscription Management.

   The Subscriptions page is displayed.

3. Click Subscription Configuration.

   The Subscription Configuration page is displayed.

4. To create a coverage schedule, click Entitlements Management > Manage Availability.

   The Manage Availability page is displayed.

   Note: If you're using Service Contracts, then you navigate to this page by clicking Navigator > Contract Management > Contracts > Tasks > Manage Availability.

5. (Optional) To add the holidays, nonworking times, or extended working hours that are applicable to the coverage schedule, click the Exceptions tab.

   1. Click Create in the Exceptions pane to create a new coverage schedule exception, or select an existing entry and click Duplicate to copy and update it.

   2. In the Availability Exceptions section, click Add Event.

   3. Enter the name of the exception event, the date and times of the event, and the availability during the event.

   4. Click Save.

   5. (Optional) To delete an exception, click Delete in the Exceptions pane.

6. On the Schedules tab, click Create in the Schedules pane to create a new coverage schedule, or select an existing entry and click Duplicate to copy and update it.

7. Specify the following details:

   • Schedule Name: Name of the coverage schedule.

   • Time Zone: Time zone for which you're creating the coverage schedule.

8. In the Date Intervals section, create a coverage schedule interval with details of when the coverage schedule starts, ends, and the days of the week that are part of the interval.

   • Start Date and End Date: Start and end dates for the coverage schedule interval.

   • Availability: Working days, hours, and times, and break times for the selected days.

9. (Optional) To include exceptions in the coverage schedule, select an exception from the Exceptions drop-down list.

10. (Optional) To delete a schedule, click Delete in the Schedules pane.

11. Click Save.

You can create multiple coverage schedules and use them as needed in the standard coverage templates. For example, you might have a high severity service request milestone worked using a 24 by 7 schedule, but a lower severity service request milestone might use a different schedule that's only worked during normal business hours. For more details about using coverage schedules in standard coverages, see the "Create Standard Coverages" topic.