Hi Again, I looked in the Service Desk administration Guide but the explanations is not clear for me. my question is
what is the purpose of the field option "work schedule" on group edit. ?
According to the manual says.
Select the normal work schedule for the contacts in this group (24 hours, Non-Business Hours, or Regular).
some relation with Service Types?
Work Schedule is used for the auto assignment functionality.
Have a look there:
How Auto Assignment Assigns Tickets - CA Service Management - 14.1 - CA Technologies Documentation
Workshifts for Service type related are set directly at the service type/events level.
Hope that help.