Set work hours to define availability (Customer Service app)
You can set up and define the hours a resource is available. By default, the resources are set up for a 7-days-a-week, 24-hour schedule.
In the new scheduling experience, you can set work hours for resource types in the Resources entity. To know more about setting up work hours, see Set work hours for the resources.
Set work hours for a facility or equipment
Make sure that you have the required security role or equivalent permissions.
More information: Manage security roles in service scheduling
Go to Settings > Business Management.
Select Facilities/Equipment. In the list, open the resource record you want modify.
Select Work Hours.
On the Monthly View tab, double-click a date on the calendar that is the first day you want the new schedule to start, or any date that will be affected by the new schedule.
In the Edit Schedule dialog box, select one of the following, and then select OK.
This date only
This option changes only the date selected.
Skip to step 10.
From <this date> onward
This option changes only the schedule going forward.
Entire recurring weekly schedule from start to end
This option changes this entire schedule from the start to end date.
Selecting this option might change past days, which could affect reports regarding hours worked in the past.
In the Weekly Schedule dialog box, in the Set the recurring weekly schedule section, select one of the following:
Are the same each day
The new schedule is the same for every day of the week. After you select this option, select the days of the week that the resource is available.
Vary by day
The new schedule is different for one or more days of the week. After you select this option, select the days of the week that the resource is available.
None. Resource is not working
The new schedule includes time that the resource is not working.
In the Weekly Schedule dialog box, you can also do any of the following:
If the schedule is for more than one day, select the days of the week that this schedule is effective.
If the resource does not work during business closures, select the Observe option.
Under Date Range, in the Starting on box, you can change the date the schedule starts.
You cannot change the date the schedule ends. To end a schedule, you must define a new schedule on that date.
Choose the work hours link for the schedule you want to modify.
If work hours have not been set previously, the link is displayed as "Set Work Hours."
In the Set Work Hours and Service Restrictions dialog box, complete the following fields, and then select OK:
Select a date from which the work hours for services are to be considered.
Select the time the work day starts.
Select the time the work day ends.
To add a break in the work hours, such as a lunch break, select Add Break, and then select the start and end time of the break.
To define a time when a service will not be available, on the Service Restrictions tab, select New. In the Edit a Service Restriction dialog box, select the service, and select the start and end time between which the service will be unavailable, and then select OK.
Select Save and Close to close the Weekly Schedule dialog box.
- You can set the work hours for a single day by double-clicking the day, and then in the Edit Schedule dialog box, select This date only, then select OK. Then, perform step 10 in the procedure.
- All of the options may not be available to you for selecting how much of the schedule you want to edit. The available options are based on the schedules that are already set up.