Schedule Question

[de3]

newbie needing help...trying to create a support scheduel that covers regular hours and after hours / holidays. In other words, we provide support 24/7 but during different times the guaranteed response may vary. For example:

M-F 9AM to 5PM regular hours where we guarantee a 1 hour response

All other times: 2 hour guaranteed response.

When trying to create a schedule to match this, I can see where the 9-5 schedule can be created as

Sunday: Closed
M-F: 9-5
Saturday: Closed

Where I'm having trouble, is creating an after hours schedule:

What I need for after hours is to create a schedule that covers time like this (see below). I'll use a 24 hr clock so as not to confuse....and what I'm showing is my "after" hours times.

SUN: 00:01 - 23:59
MON: 00:01 - 08:59
MON: 17:01 - 23:59

Same as MON for TUE through FRI

SAT: 00:01 - 23:59

So based on the above, any tickets i receive during thise After hours periods are treated with a different response time then those i receive duing business hours.

The trouble is defining multiple periods in the same day, for instance i need to break monday into 3 parts.

0001 - 0859 is after hours
0900 - 1700 is during business hours
1701 - 2359 is after hours

And to complicate things even more...i also need to be able to define holidays, by date, and define them as after hours.

Any ideas

[sureshkumar.mr]

Originally Posted by de3

And to complicate things even more...i also need to be able to define holidays, by date, and define them as after hours.

FS#1588 — SLA Schedule List: Can we include Holiday List?

I have made the above feature request on 18 August 2006.