Definition

EndDefinition

The elements represented are as follows:

• The working hours of Support persons and their availability.
• The absences of Support persons, e.g. vacation.
• Scheduled actions by group or by Support person.
• Completed and ongoing actions.
• Actions that comply with SLA, OLA or UC commitments and those that do not.
   

The calendar provides a summarized weekly view and a detailed daily view. A color code is used to indicate the progress of each action.

Notes

• The display of the calendar depends on the OLA or UC of each group.
• Support persons can view their own calendar in their Home page.
• Each action assigned to a Support person will appear in the Operation or Transition > Actions > My Actions menu.

• The Not assigned counter found in the notification bar will automatically be updated:
  • When an action is added to the calendar, the counter will be decremented by one value.
  • When an action is removed from the calendar, the counter will be incremented by one value.

• Only uncompleted actions can be removed from the calendar.

• You can manage the availability of each Support person manually in the Status field of the Employee form. If the Automatic Status box is checked, the status will be managed automatically based on ongoing actions (Note: This functionality is based on business rules.

• By selecting the Other Parameters menu option, you can configure two parameters for the calendar:
  • {SM} Calendar: Default duration of actions (in minutes): Used to modify the default duration of an action. By default, it is 120 minutes.
  • {SM} Calendar: Send email when assigning actions: Used to enable the wizard for sending an email when an action is assigned. By default, the wizard is not enabled.

Caution

• All modifications made to the calendar are automatically saved.

Best Practice

• To minimize non-compliance with SLA, OLA or UC commitments:
  • Prioritize the actions to be performed based on the shortest target resolution time of the SLA, OLA or UC.
  • Assign actions whose target resolution time is due to be reached to Support persons with a lighter workload.

Menu access

• Operation > Calendar
• Transition > Calendar

Screen description

Toolbar

Group: List of groups where the logged-in user is the manager.

• Once a group is selected, the users in that group will be displayed.
• Only the Support persons managed for the calendar will appear. To display all of the Support persons in the group, click ... at the bottom of the list.

Day/24h/Week: Calendar display period.

• Day view:
  • The service hours displayed are based on the group's OLA or UC.
  • The start time displayed in the calendar is the start time of the first service period for the selected group and day. The end time is the end time of the last service period for the selected group and day.
     

    example  The group works from 9 am to 12 pm and from 2 pm to 6 pm on Monday. The calendar will display 9 am as the start time and 6 pm as the end time.

     
  • Each slot corresponds to a time interval of 15 minutes.
  • The group's non-working hours are displayed in grey .

• 24h view:
  • The calendar displays the time for the entire day, from 0:00 to 24:00.
  • Each slot corresponds to a time interval of 15 minutes.

• Week view:
  • The first day displayed in the calendar is the first day of the week for which service hours are defined for the group. The last day is the last day of the week for which service hours are defined for the group.
     

    example  The group works Mondays to Fridays from 9 am to 12 pm and from 2 pm to 6 pm, and on Saturdays from 9 am to 8 pm. The calendar will display Monday as the first day and Saturday as the last day.

     
  • Each column corresponds to one entire day, from 0:00 to 24:00.
  • Click  at the top of each column to switch to Day view.
     

 : Used to display the calendar for the previous or next period.

: Used to define the start of the calender display.

: Used to indicate an absence for a Support person.  See the Procedure.

• The absence will be saved in the AM_ACTION table (ACTION_TYPE_ID = 39).

Default: Used to save the current display configuration, i.e. Day or Week, and display it by default the next time the calendar is opened.

Actions to be Scheduled: List of actions that have not yet been assigned.

Actions and absences in the calendar

• In Day view, a red bar indicates the current time.
• The background color of the action indicates compliance or non-compliance with the SLA, OLA or UC. The color is refreshed each time an action is moved in the calendar.

Color code for actions (Note: Only for Week view)

Color	Type of action
	Completed actions in the past that can no longer be moved or modified.
	Actions compliant with commitments that can be modified, i.e. assigned to another Support person and/or different start time.
	Actions that will not be compliant with the OLA if they are not performed within the deadline.
	Late actions that will not be compliant with the SLA.
	Absences

Procedures

How to read the calendar

Step 1: Open the calendar.

1. Select Operation or Transition > Calendar in the menu.

Step 2: Select the analysis period.

1. Click .

2. Select the period from the calendar.

All actions occurring or scheduled for this period will appear.

3. Click the relevant view, i.e. Day, 24h or Week.

• Click  to see the previous or next periods quickly in the calendar.
• In Week view, click  next to one of the days to see hourly details.

Step 3: Display information on one of the actions.

1. Click  to display the form.

2. Move the cursor over the  icon to display main information.

How to assign actions

Step 1: Select the Support person.

1.Select Operation or Transition > Calendar in the menu.

2.Select the Support person to whom you want to assign an action.

• Select the group to which the Support person belongs.
  • All Support persons belonging to the group and managed in the calendar will appear.
  • All actions assigned to the group are displayed in the Actions to be Scheduled pane.

• Select the relevant Support person.

Step 2: Assign the action to the Support person.

1. Click and drag the action from the Actions to be Scheduled pane to the relevant Support person's row in the calendar.

• In Day view, position the action at its start time.
  The action block will automatically be resized based on the estimated duration of the intervention, or based on the default value defined in the Other Parameters menu option if you do not specify a duration.

• In Week view, position the action at its start date.
  The action block will automatically be resized based on the column width of the selected day.

• If the intervention continues the following day,  will appear on the right border of the action block. Switch to Week view to view the entire action.

2. Enter the time estimated for the intervention.

• Switch to Day view.
           

• To extend the duration of the action by time intervals of 15 minutes, place the cursor  over  at the bottom of the action block. Click and drag the border to extend it to the required duration.
           

• To modify the duration of the intervention precisely, click  at the bottom of the action block. Specify the start date and time as well as the end date and time. Click .
           
   

Remove the assignment of an uncompleted action
Click and drag the acdtion from the calendar to the Actions to be Scheduled pane.

How to manage absences

Step 1: Select the Support person.

1. Select Operation or Transition > Calendar in the menu.

2. Select the Support person for whom you want to define an absence.

• Select the group to which the Support person belongs.

• Select the relevant Support person.

Step 2: Enter the absence of the Support person.

1. Click .

2. Specify the period of absence.

3. Click Save.
 

Delete an absence
Click  in the relevant absence block.