Defining business schedules for calculating service targets
Business time segments specify the hours or days to be included when calculating business schedules or availability. If the time segment is unavailable, the time period is not considered when calculating the status of a service target. You can create a one-time segment or a recurring time segment. The following are examples of time segments:
- Support normal business hours (recurring time segment)—available 8:00 am to 5:00 pm Monday to Friday
- Declared holidays (one-time segment)—unavailable on the 4th July 2007
You can define multiple time segments and associate them to a single shared business entity that you associated with a service target. The service target calculates the due date or time by including or excluding the time segments defined in the business entity. This ensures that the date and time of the service target is calculated based on actual work hours and days.
For example, to calculate the service target based on normal business hours, excluding region-specific holidays, and a company event, you can create a recurring time segment for business hours, a recurring time segment for region-specific holidays, and a one-time segment for the company event. You can then create a shared business entity and associate all three time segments to it.
Business time segment is defined in BMC Remedy Mid Tier. Learn more about scheduling a time segment in the following topics:
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