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Work Schedule on Groups

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Walter Xavier Bermudez Tamayo03-22-2016 08:50 AM

  • 1.  Work Schedule on Groups

    Posted 03-14-2016 03:46 PM

    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.


    Work Schedule

    Select the normal work schedule for the contacts in this group (24 hours, Non-Business Hours, or Regular).


    some relation with Service Types?

  • 2.  Re: Work Schedule on Groups
    Best Answer

    Posted 03-21-2016 03:52 AM


    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.


  • 3.  Re: Work Schedule on Groups

    Posted 03-22-2016 08:50 AM