Create Coverage Calendar Schedule and Exceptions

The coverage calendar schedule and exceptions represent the times that service work can be performed or not performed. You create multiple calendar schedules and use them in standard coverage templates. The coverage times are used to calculate reaction and response times for service requests.

Note: You must create a coverage calendar schedule before coverage templates will work.

Here's how to create a coverage schedule calendar:

1. Go to the Subscription Configuration work area.

2. On the Subscriptions page, click the Subscription Configuration icon.

3. Click Entitlements Management > Manage Availability.

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

   1. Enter these details:

      • Schedule Name: Name of the coverage schedule.

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

   2. In the Exceptions field, select an exception to include exceptions in the coverage schedule.

5. To delete a schedule, click Delete in the Schedules pane.

6. Save your changes.

7. To add the holidays, nonworking times, or extended working hours that apply to the coverage schedule, click the Exceptions tab.

   1. Click the Create icon 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. To delete an exception, click Delete in the Exceptions pane.

8. Click Save.