We need to add "workable hours" calendar for a Technisian and IT Service Management database. This is the first of various features to add that we'll build progressively.
DATABASE IS ALREADY BUILT. THERE'S ONLY NEED TO BUILD THE CALENDAR SECTION AND REPROGRAM THE TRIGGER ALARMS SCRIPTS WITH THE NEW CALENDAR.
If you think that the use of some third party plugin would save time, I think SeedCode's Ninja Cal fits on the purpose.
Your own proposal is welcomed too.
The database is developed with FM 11 and CWP. The aim of the database is to let a company of IT Services a way to track and manage requested services from clients. Every client has a different Servicel-Level-Agreements (SLA). This is, a promised time of service solution and attendance.
Currently, there are 5 alarms letting Admin knows if new service requests have arrived or if technician has not communicated with the client yet, if he hasn't solved the problem inside promised hours, etc.
These alarms are managed by different Time Triggers (e.g.: 30 min, 1h, 8h).
We need that the time counters stops on non workable hours like night or holidays.
Things to build:
*SLA profiles module must be created so Admin can set-up the correct SLA times for different groups of clients.
*The Alarms section must be updated to work with the new SLA profiles.
* Certain Time Events must change values in specific fields.
I attach PowerPoint slides for more details.