Use the Availability rules form to register the regular availability of your service organization. For each day of the week, specify the hours at which the engineers are normally available, and the hours at which they are not. You also specify whether nights and/or weekends should be taken into account in the response time.
Exceptions always take precedence over the default rules.
First enter the standard availability rules, and then enter any exceptions.
If a particular day part has not been defined in the standard availability rules or in the exceptions, the engineers will be regarded as not available and the time is not taken into account when calculating the latest start time.
Use this field to specify whether or not your service organization is available on a specific day. Select this check box to indicate that the engineers are available. In the availability rules, you could, for example, specify that on weekdays, engineers are never available from 00:00 to 08:00, but are available from 08:00 to 24:00. In the availability exceptions, you could specify that the engineers are not available from 00:00 to 24:00 on January, 1.
You could also choose to leave this field empty, but select the Time runs on check box instead. This means that no engineers are available, but the elapsed time is taken into account when calculating the latest start time for resolving a failure.
Use this field to specify whether the elapsed time is to be included in the response time, irrespective of whether engineers are available or not. If you select this check box, the elapsed time will always be taken into account when calculating the latest start time for resolving a failure. This allows you to choose to include nights, but not weekends, for example.
Available