Schedule

10 min

Javascript knowledge is recommended

Schedules are used to define either working hours or holidays for the purpose of Service level managementService level management configuration

List Schedules

To find the existing list of Schedules, find Administration > Configuration > Schedules navigation menu and click on “Schedules”

Create Schedules

To create a Schedule, populate the following fields and click on the Create button.

Field Name	Field Type	Example
Name	String	Monday to Friday 9AM to 5PM, no public holidays
Number	Auto Sequence	<You may leave this blank>
Description	String	Weekly schedule of Monday to Friday 9AM to 5PM without public holidays
Active	Boolean	true
Script	Script	ScheduleManager .create() .withGenerator( RangeGenerator( RangeGenerator.WORKDAY { startHour: 9, endHour: 17 } )

Examples

Public holidays

Public Holidays can be defined as a separate Schedule record. Name it accordingly, e.g. “Australia: Core Holidays 2023” and you may use script below as example and substitute the dates accordingly.

ScheduleManager
    .create()
    .withGenerator(
        RangeGenerator(
            RangeGenerator.HOLIDAY,
            {
                holidays: [
                    new DateTime([2023, DateTime.JANUARY,   1]),      // New Years day
                    new DateTime([2023, DateTime.JANUARY,   28]),     // Australia Day
                    new DateTime([2023, DateTime.APRIL,      7]),     // Good Friday
                    new DateTime([2023, DateTime.APRIL,     25]),     // Anzac Day
                    new DateTime([2023, DateTime.JUNE,      12]),     // King's Birthday
                    new DateTime([2023, DateTime.DECEMBER,  25]),     // Christmas Day
                    new DateTime([2023, DateTime.DECEMBER,  26])      // Boxing Day
                ]
            }
        )
    );

You will need to update this yearly if some of the dates you put in change every year.

Public holidays adding to another set of public holidays

If a location like a province or a state has their own public holidays on top of the state one, for example Victoria state having their own holidays on top of the Australian national holiday, you can create a different schedule for them and then include the national holiday schedule record by its name.

ScheduleManager
    .create()
    .withGenerator(
        RangeGenerator(
            RangeGenerator.HOLIDAY,
            {
                holidays: [
                    DateTime([2023, DateTime.SEPTEMBER,  29]),   // Friday before AFL Grand Final
                    DateTime([2023, DateTime.NOVEMBER,    7])    // Melbourne Cup
                ]
            }
        )
    )
    .include('Australia: Core Holidays 2023');

You will need to update this yearly if some of the dates you put in change every year.

Working schedule with public holidays

Similar to a public holiday schedule can include another schedule, schedules for working hours can also do the same thing. Example below if we have a Monday to Friday 9AM to 5PM schedule with Victoria public holidays included. SLAs using this schedule will not run its clock on the included public holidays.

ScheduleManager
    .create()
    .withGenerator(
        RangeGenerator(
            RangeGenerator.WORKDAY,
            {
                startHour: 9,
                endHour: 17
            }
        )
    )
    .include('Victoria: Holidays 2023');

Schedule with non rounded hours

To configure a schedule that for example runs Monday to Friday, 9:45AM to 4:20PM.

ScheduleManager
    .create()
    .withGenerator(
        RangeGenerator(
            RangeGenerator.WORKDAY,
            {
                startTime: [9,45,0],
                endTime: [16,20,0]
            }
        )
    );

Working schedule - 24 x 7

Usually applicable for high priority tickets like a Priority 1, to which your organisation may be obligated to work through to resolution regardless of time and day.

ScheduleManager
    .create()
    .withGenerator(
        RangeGenerator(
            RangeGenerator.WORKDAY,
            {
                startHour: 0,
                endHour: 24,
                workDays: [ DateTime.MONDAY, DateTime.TUESDAY, DateTime.WEDNESDAY, DateTime.THURSDAY, DateTime.FRIDAY, DateTime.SATURDAY, DateTime.SUNDAY ]
            }
        )
    );

Working schedule with different set of hours

If you need to configure a schedule for two different set of hours for different days in the week, for example 9AM to 5PM on Monday and Friday and 11AM to 4PM on Saturday and Sunday

ScheduleManager
    .create()
    .withGenerator(
        RangeGenerator(
            RangeGenerator.WORKDAY,
            {
                startHour: 9,
                endHour: 17
            }
        )
    )
    .withGenerator(
        RangeGenerator(
            RangeGenerator.WORKDAY,
            {
                startHour: 11,
                endHour: 16,
                workDays: [ DateTime.SATURDAY, DateTime.SUNDAY ]
            }
        )
    );