This documentation supports the 9.1 version of Remedy Action Request System.

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

Understanding levels

Levels define a priority between different time segments, and a higher level time segment takes precedence over lower-level time segments. Levels can be from 1 to 1000.

Levels 1 and 2 have special meaning. Level 1 time segments are "available" and can be used to define workdays. Level 2 time segments are "unavailable" and can be used to define holidays. Other time segments at Level 3 and above can be either "available" or "unavailable."


Because higher levels of available segments can override Level 2 time segments, if you do not want to override holidays, define holidays at a level higher than all other levels.

For all Business Time commands, a higher-level time segment takes precedence over lower-level time segments, except for the Application-Bus-Time2-Get-Free-Window command.

For same-level time segments, the order of overlapping activities is not guaranteed. The business component in BMC Remedy AR System determines the final list for these time segments in the order they are retrieved.

Creating non-conflicting levels

Levels are used to determine the order in which overlapping or non-overlapping time segments take effect. In Workday and activities for one day example in Business Time introduction, Time Segment 2 is at a higher level than Time Segment 1. Hence, in the final list, the time window 1:00 P.M. to 2:00 P.M. is defined as unavailable.

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