Calendar

Note: The Calendar icon is visible only if the calendar is enabled for your role.

The Service Desk has a calendar which enables you to view 'Reminders', 'SLA', 'User Surveys' and 'Custom Events'. These are highlighted in different colors in the calendar view and on clicking will display the corresponding ticket.

• To view the calendar, click on the icon on the left hand panel. The calendar is displayed. The calendar view can show details from all the projects.

• The details of the various highlights on the calendar is described below. The cell corresponding to today's date is highlighted.

Serial. No Highlight Description      1 Any active surveys which are open for participation will be highlighted in blue for the duration the survey is open. You can click on the highlight and it will take you to the survey for participation.      2 If SLA has been configured, then all tickets which have not yet violated the SLA will be displayed for the period till SLA breach occurs. The ticket is no longer displayed after the SLA breach time. You can click on the individual highlight to open the ticket.      3 ;;All tickets with Reminders set are highlighted and displayed on the calendar. Service Desk can be configured to have additional fields used for reminders. Reminders are used to temporarily keep track of tasks. For example, if a user has requested for a USB port which is blacklisted to be opened up for a week, the Service Desk Engineer can set a reminder to revert back the change after a week and only resolve the ticket after it is reverted. Refer to the topic Service Desk->General Settings->Reminders to configure reminders. If the Reminder has Pre-Notification profiles configured, then the interval from Pre-notification Level 1 till the Reminder Time is highlighted. If no Pre-Notification profiles are configured then the interval from the current time till the Reminder Time is highlighted. After the Reminder Time is crossed, the ticket is no longer highlighted.      4 An additional field can be configured to be a Calendar Event and tickets which have a calendar event set are displayed on the calendar. Calendars can be used in Change Management to view change related activities. For example, if there is a change request ticket for a server upgrade, this can be viewed in the calendar and will be helpful to avoid scheduling any other maintenance activity on that server during that period. Refer to Configuring Calendar Events for configuration and the section Using Calendar Events on the usage. Events can be synchronized with external calendars as well. When the event is created, an invite can be sent for the event to the 'Submitter', 'Owner', 'Approval Manager', 'CC Mail' configured or even to external participants by entering their e-mail address. The mail communications related to the invitation, acceptance or rejection will be attached to the record under email communications.

• You can filter the information based on Project, Location, Department and CI. The CI filter is applicable only for Events. Additionally you can filter on the type of calendar entity like SLA, Reminders, Survey and Events. To apply a filter on the calendar, click on icon.

• The filter screen is displayed.

• Select the 'Process', 'Location', 'Department' and 'CI'. Click on one or more of the Calendar entities to hide or make visible on the calendar.

• Click on 'Apply'.

 Configuring Calendar Events

Note: This section is intended for SapphireIMS administrators or Project Managers who have the privileges required for configuration.

You can set calendar event in one of two ways, either by editing the information in the ticket or directly editing in the calendar. Prior to this you must configure the Calendar Event in the ticket. The steps for this configuration are given below.

• Create a new form field of type 'Calendar Event'. Refer to the topic Settings->Service Desk Configuration->Form Fields for the steps for this.

• Add the new form field created into the project as an additional field. Refer to the topic Service Desk->Settings-> Fields & Forms->Additional Fields for the steps for this.

Using Calendar Events

• If the Service Desk project has an additional field of 'Calendar Event' type configured, the additional field will appear in the form as shown below.

• Click on 'Add' to add a new calendar event. The 'Start Date', 'End Date', 'Title' and 'Description' of the event needs to be entered.

• Click on the icon to add the event.

• Click on 'Update' or 'Save' to save the ticket.

• The event is displayed on the calendar between the start and end dates.

You can also directly edit the calendar to add or update calendar events. Follow the steps below.

• Click on the date where you want to create the event. A calendar event entry screen pops-up.

• Enter the 'Title', 'Description', 'From' (if it is different from the date displayed) and 'To' fields.

• Select the 'Process' to add the event.

• Select the 'Record ID' which is the Service Desk Ticket. Select the 'Calendar Event'.

• Click on 'Synchronize this event with external calendar' to add or update the event with external calendars of the 'Submitter', 'Owner', 'Approval Manager', 'CC Mail' or even to an external e-mail id by clicking on 'Others'. If you click on 'Others', a the 'External Email Address' box appears and you need to enter the e-mail address.

• Click on 'Save'.

• You can also edit any calendar event visible on the calendar by double clicking on it.

• If a conflict is detected with an existing event, because the CI is the same and the event start and end times overlap, an error is displayed with the conflict details.