This documentation supports the 9.0 version of Remedy Action Request System.

To view the latest version, select the version from the Product version menu.

Scheduling workdays

The Business Time Workdays form stores the day-to-day availability of each of your groups and individuals, and a record of your company or location's business hours.

Business time in BMC Remedy AR System is calculated on the AR System server where the start and end times on any given day must be in the range of 0-24 hours. Any business time outside this range is considered invalid.

To define business hours

  1. Open the Business Time Workdays form.
    On the General tab, you can specify a unique identifier for a workday definition and the list of open and close times for workdays you are defining.

    Business Time Workdays form
    (Click the image to expand it.)

  2. In the Name field, enter a unique identifier.
    Use this identifier to reference this schedule in all business hours calculations.
  3. In the Submitter field, enter the name of the user who submitted the first version of this schedule.
  4. Use the Change History field to track structural or administrative changes to the definition.
  5. In the Help Text field, enter the purpose of the schedule.
  6. (Optional) In the Offset Hours field, enter the number of hours that you want to offset from the time on the server.
    Use the Offset Hours field to adjust a client business time to a server business time. An example of a special case is a valid business time on the client several time zones away from the server. The time on the client becomes invalid on the server if it crosses midnight after the time zone adjustment.
    For more information, see Using offset hours in Business Time 2.0.
  7. Click the Time Schedules tab.
    Business Time Workdays form, Time Schedules tab
    (Click the image to expand it.)

  8. Enter the appropriate hours in the time blocks.
    BMC Remedy AR System enables you to define up to four multiple non-overlapping time blocks for hours of operation in a single 24-hour period.
    To span midnight, show the day as split between two days (for example, a shift spanning Tuesday and Wednesday). For example, End 4 on Tuesday has a time of 11:59:59 P.M., and Start 1 on Wednesday has a time of 12:00:00 A.M.
    Time segments must be ascending and non-overlapping within a day. The following figure shows an End time one second before the Start of the next time segment. (If Offset Hours is used, the time segments must be non-overlapping before the offset hours are applied.)

    Note

    Create separate schedules for Daylight Saving Time as needed based on locale and conventions for that locale.

  9. Save the form.

Entering business hours with a one-hour gap

Business hours with a one-hour gap can occur when a one-hour lunch break is scheduled in the work day. Use the Time Schedule Start and End times to specify that the business is open from 9:00:00 A.M. to 12:00:00 P.M. and from 1:00:00 P.M. to 5:00:00 P.M., indicating a one-hour closed time. Enter the information as shown in the following figure.
Business hours with one hour gap
(Click the image to expand it.)

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