Setting up calendars

The Availability Calendar enables an administrator to set availability times and capacity so that BMC MyIT users can see what time slots are open to request appointments.

Multiple calendars can be set to reflect different campuses and situations.

To set up or update a calendar

  1. On the Help Desk tab in the BMC MyIT Administration Console  (http://BMCMyITserver:port/console), click Calendar Configuration.
  2. Choose an existing calendar to modify, or click Add Calendar to create a new calendar.
    The Create Calendar or Edit Calendar area is displayed.
  3. Enter or update the required information in the Create Calendar or Edit Calendar area, as follows:

    Note

    Associated Location, Days available, and all of the Time and duration fields cannot be changed after the calendar has been created.

    • Name: Specify the name of the calendar, which will be displayed in the company-wide calendar list in the BMC MyIT Administration Console. You might choose to name the calendar after the campus location (for example, San Jose) to communicate the geographical association.
    • Enable Calendar: Select this check box to enable the calendar. You might choose to disable a calendar if, for example, the location or campus with which it is associated is not currently using the BMC MyIT calendaring system for scheduling appointments.
    • Associated Location: Specify the location with which this calendar is linked. If you do not specify a location, you must specify a time zone for the calendar in the Time and duration area.
    • Default Room: Specify the location of the in-person help desk at this location. 
      • If you select Name, you can simply enter the name of the room. 
      • If you select Asset, you can link this calendar to an asset that you have defined in the Location Management tab.
    • Assigned Group: Specify the ID of the group that will handle the help desk requests.
    • Days Available: Specify the days that the given asset or location for the help desk is available. For example, the asset or location might be available only Monday through Friday.
    • Users can schedule appointments up to x days in advance: Set how far in advance users can set appointments. The value represents calendar days, not business days.
    • Users can schedule appointments a minimum of x hour(s) in advance: To prevent users from attempting to schedule appointments just seconds after encountering their problems and to allow for efficient management of help desk resources, define a predetermined amount of time before which users cannot set an appointment. The minimum value is one hour.

  4. In the Time and Duration area, specify time slot parameters:
    • Meeting Duration: Set the length of time, in minutes, for each appointment.
    • Time Slot Interval: Define the length of time for each chunk of time listed for calendar days. This number should be greater than the number set for the meeting duration.
    • Start of Day: Define when each appointment window starts each day.
    • End of Day: Define when each appointment window ends each day.
    • Time Zone: Specify the time zone to associate with this calendar (not necessarily the administrator's time zone). You cannot specify a time zone if you have already specified the location (the time zone is calculated from the location).
  5. In the Email options area, specify specific contact email addresses and the BMC MyIT email subject.
  6. Click Save to save your changes.

Note

After a calendar has been created, it cannot be removed, only disabled. As a result, an administrator cannot remove a calendar that has appointment data.

After calendars are set up, you can add information about resource availability in the Availability Calendar console.

To set up a weekly schedule for IT staff

  1. On the Help Desk tab in the BMC MyIT Administration Console  (http://BMCMyITserver:port/console), click Availability Calendar.
  2. Choose a calendar from the Calendar list.
    The current Availability Calendar for the selected calendar is displayed.
  3. Pick a day of the week by clicking the << or >> buttons on either side of the displayed day.
  4. Add staff to a given time slot by selecting the appropriate check box and clicking Edit Availability.

    Tip

    You can select multiple time slots to edit simultaneously, or you can select the check box at the top of the column to edit the entire day.

  5. Repeat steps 3 and 4 as needed for the rest of the days of the week.

To set up exceptions to the weekly schedule

You can set up exceptions to the typical weekly schedule for certain dates, such as holidays, in advance.

  1. On the Help Desk tab in the BMC MyIT Administration Console  (http://BMCMyITserver:port/console), click Availability Calendar.
  2. Choose a calendar from the Calendar list.
    The current Availability Calendar for the selected calendar is displayed.
  3. Click the Specific Date tab.
    The schedule for a specific date is displayed.
  4. To choose another date, click the calendar icon select the date  in the calendar.
    The schedule for the chosen date is displayed.
  5. Update the schedule for that date by selecting the appropriate check box and clicking Edit Availability.
    You can also choose to make the whole date unavailable.
  6. (Optional) Enter comments in the Notes field.
    You can use this field to keep track of your reasons for the exception.

To view staff capacity

To view how many of the IT staff are scheduled to work with users and how many are free, click the Current Usage tab in the Availability Calendar pane.

  • The date is displayed at the top of the calendar and you can change it by clicking the << and >> buttons.
  • Time indicates the time slot for that day.
  • Staff Used indicates how many people will be busy with appointments scheduled through BMC MyIT on that day at that time.
  • Staff Remaining indicates how many people are available to take appointments on that day during that time slot.
  • Total represents the total number of IT staff available to take appointments on that day during that time slot.

You can adjust the staff capacity in the Every Week Default Schedule and Specific Date tabs of the Availability Calendar pane.

To change your default schedule

If your default schedule changes, you must create a new calendar  For example, suppose that at the first of the month, your Help Desk hours are changing from starting at 9:00 AM to starting at 8:00 A.M. 

To change the default schedule, you must create a new calendar and set it up with the new parameters. To set up a smooth transition between the current and the new calendars, complete the following procedure. Begin this process at least N+1 days before the switchover date. N is the number of days that users can schedule appointments in advance. For example, for a 5-day lead time, perform this step at least 6 days (5+1) before the transition.

  1. Set up a new calendar with the new start and end times.
  2. Click Availability Calendar, and select the new calendar.
  3. Click the Specific Date tab, and manually set the availability for the first day that you want the calendar available and each business day for several days or weeks.

    The number of business days you should set is based on the lead time, and it should be several days more than the lead time. (In the 5-day lead time example, the administrator should set the availability for two weeks of business days.) You must manually define each date.

    Do not use the options on the Every Week Default Schedule tab to set up the availability for this transition process.
  4. Click Availability Calendar, and select the current calendar (the calendar you want to phase out).
  5. Click the Specific Date tab, and click Make whole date unavailable for each date you defined in step 3.

    This results in two overlapping calendars, but on the transition date, availability is turned off for the current calendar and turned on for the new one.  End users can set up appointments on the current calendar up to the point when the new calendar is available.
  6. After the transition date (for example, the first of the month) and before the lead time for the new calendar expires (for example, 5 days):
    1. Click Availability Calendar, and select the new calendar.
    2. Click the Every Week Default Schedule tab, and set the default schedule.
    3. Click Calendar Configuration, and select the current calendar (the calendar you want to phase out).
    4. Clear the Enable Calendar check box.

      At this point, the older appointments on that calendar should have been completed, and new appointments should be using the new calendar.
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