Different Daily Operational Hours
We would like to be able to do a custom schedule per Site where the operational hours per day may vary.
Currently we can only set the same operational hours per day. Our scenario is we have clients who have operational hours from 9:00 A.M. to 6:00 P.M. from Monday to Friday and 9:00 A.M. to 12:00 P.M. for Saturdays. In the current SDP capability we can either set the Saturday as non-operational or the Saturday as from 9:00 A.M. - 6:00 P.M. as well. In both options, it does not favor the end-users nor the technicians. Setting this to a non-operational Saturday does not favor end-users who will be working and needing support on Saturdays and setting it to operational will not favor the technicians as SLA's will be affected as there will be no actual support technicians from 12:00 P.M. to 6:00 P.M.
I don't think this scenario is unique as there are a lot of organizations who do just render half day work on weekends.
Also some companies may have extended time during start of the week so there will be different start and end for the beginning day or ending day of week as compared to the rest of the week
Currently we can only set the same operational hours per day. Our scenario is we have clients who have operational hours from 9:00 A.M. to 6:00 P.M. from Monday to Friday and 9:00 A.M. to 12:00 P.M. for Saturdays. In the current SDP capability we can either set the Saturday as non-operational or the Saturday as from 9:00 A.M. - 6:00 P.M. as well. In both options, it does not favor the end-users nor the technicians. Setting this to a non-operational Saturday does not favor end-users who will be working and needing support on Saturdays and setting it to operational will not favor the technicians as SLA's will be affected as there will be no actual support technicians from 12:00 P.M. to 6:00 P.M.
I don't think this scenario is unique as there are a lot of organizations who do just render half day work on weekends.
Also some companies may have extended time during start of the week so there will be different start and end for the beginning day or ending day of week as compared to the rest of the week