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Coverage Schedules

Service Desk > Configure > Coverage Schedules

The Coverage Schedules page specifies the hours and days of the week a desk definition is open to respond to service requests. A Coverage Schedules record is assigned to a Policies record.

Testing for Coverage

An Is Within Coverage service procedure command can test whether a ticket or KB article is within coverage. You can use this to determine the flow of automation from that point forward in the service procedure.

Time Measured Against Coverage

If the Time Measured Against Coverage checkbox in Policies is checked, goals and escalations include Coverage Schedules when calculating escalations in service procedures. For example, if a new ticket is created just before the service desk shuts down for the night, and escalation is scheduled for two hours, then escalation will not occur until two hours after the service desk re-opens the next morning. If unchecked, calendar time alone is used.

General tab

Click New to display the Add Hours Covered window, or click a row in the middle panel, then click Edit to display the Change Hours Covered window. Enter the following attributes:

  • Name - The name of the coverage schedule. Can't be changed once you save it.
  • Description - A brief description of this ID.

Standard Hours tab

The Standard Hours tab defines different hours of coverage for different days of the week or year.

Click New to display the Add Hours Covered Detail window, or click a row in the Standard Hours tab, then click Edit to display the Change Hours Covered Detailed window. Enter the following attributes:

  • Name - The name of the hours covered detail record.
  • Days Covered - Enter the days of coverage for the week or year. Options include individual days in the week, Monday through Friday, weekends, or specific holidays. The holidays you can can select in this drop-down list are defined using Service > Holidays. Holidays older than the current date are not displayed in the drop-down list.
  • Hours Covered - Select one of the following:
    • No Coverage
    • 24 Hour Covered
    • Use these Hours - If this option is selected, the following fields must be entered:
      • Begin Hour - Enter the hour of the Days Covered that service coverage begins. Use 24 hour notation. For example, enter 8 to mean eight o'clock in the morning.
      • End Hour - Enter the hour of the Days Covered that service coverage ends. Use 24 hour notation. For example, enter 17 to mean five o'clock in the afternoon.
      • Time Zone - The time zone used to define when a service desk is available to receive calls from customers.

    Note: All records are logged using the time zone of the Kaseya Server. The selected time zone only affects how time is entered and displayed in the user interface.

Default Holidays

You don't have to define hours of coverage for each holiday separately. Instead define hours of coverage for a record called Default Holidays in the Days Covered drop-down list. This adds all holidays in the Holidays table to that coverage schedule. If you don't define hours of coverage for a specific holiday by exception, then each holiday in the Holidays table uses the hours of coverage defined for Default Holidays.