I'm (still) in the process of implementing Service Desk (yes, I'm still doing it. Don't judge me....), and have noticed some oddities with regards to scheduling.We have, at our company, essentially 4-5 different SLA's and response times.
Standard: M-F, 8:30 - 17:30 (Simple to add - M-F, 8:30-17:30)
Extended: M-F, 07:00 - 08:30 M-F, 17:30 - 22:00
Outside: M-F, 00:00 - 07:00 M-F, 22:00 - 24:00 Weekends
Holidays Holiday Hours
Where my problems seem to be is in the Extended and Outside - I cannot add "M-F" twice.
As a workaround, I can add M-F 07:00 - 08:30, and then add Monday 17:30-22:00, Tuesday 17:30-22:00, Wed (etc..), but is there a reason why I wouldn't want to be doing this? Because in some cases (Eg: New customer), they operate on a strict 10 hour day / 4 day work week... So the extended coverage would need to be 07:00 - 08:00, and 18:30-22:00, but only MTWT, no Friday...
My questions would then be:1. Is there a reason why we can't use a day twice within a coverage schedule?
2. Should I be having the Extended / outside overlap the "lower" level schedule (Eg: Extended would be simply 07:00 - 22:00 M-F), with a series of IF statements to assign Main (Test within coverage schedule) --> Assign Extended (Test within coverage schedule) --> Outside
3. For schedules which wrap-around to morning (Eg: 10 PM to 7 AM), should these be split (Eg: Monday - 10 PM - Midnight, Tuesday - Midnight to 7 AM), or should these be wrapped instead (Eg: Monday, 10 PM - 7 AM)?