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. Coverage Schedules are calculated using the time zone specified for that coverage schedule. If enabled, a DST checkbox automatically adjusts for Daylight Savings Time.

Testing for Coverage

An isWithinCoverage() 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.

Actions

• New - Adds a coverage schedule.
• Edit - Edits a coverage schedule.
• Delete - Deletes a coverage schedule.

General tab

• 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 specifies the hours covered for selected week days and holidays.

Actions

• New - Adds an hours covered record.
• Edit - Edits a selected hours covered record.
• Delete - Deletes a selected hours covered record.

Fields

• Name - The name of the hours covered detail record.
• Days Covered - Select a week day record or holiday record. 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 the Holidays page. 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, displayed and calculated 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.