How do you set up a workshift that spans midnight? E.g. A workshift that starts at 17:30 and ends at 09:00 the following day.

Products

• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

How do you set up a workshift that spans midnight? E.g. A workshift that starts at 17:30 and ends at 09:00 the following day.

 

 

Environment

Service Desk Manager 17.x
Component:

Resolution

With 24-hour 'follow-the-sun' working on Unicenter Service Desk teams, it is sometimes necessary to have a team workshift that covers night-time. The manual gives somes example workshifts, but none of these cover an overnight setting.

When doing this, you need to set the end of the day as '00:00' instead of '23:59' otherwise there will be a one-minute hole in the workshift. Also, you need to list the times in order - so { 00:00 - 09:00 17:30 - 00:00 } not { 17:30 - 09:00 } to cover an entire out-of-hours shift.

For instance, you might have a 'GMT', 'US' and 'Australasia' shift that hits this kind of problem:

GMT Team:

Mon - Fri { 09:00 - 17:30 }

US Team:

Mon - Thu { 07:30 - 09:00 17:30 - 23:00 }
Fri { 07:30 - 09:00 17:30 - 00:00 }

Australasia Team:

Mon - Thu { 00:00 - 07:30 23:00 - 00:00 }
Fri { 00:00 - 07:30 }
Sun { 23:00 - 00:00 }