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Workshifts on service types

Question asked by diogo.nobrega on Mar 29, 2016
Latest reply on Mar 29, 2016 by Chris_Hackett

Hello everyone,


I need to manage some service types with same events, but different workshifts. Instead of recreating multiple events with different workshifts for each service type, I decided to reuse the same events, only changing the workshifts on service types.


I was following this text on documentation:


Specifies the dates, days, and hours when the service type is in effect. Usually coincides with your service desk is operating time period (for example, 24 Hours, Regular, or Non-Business Hours).

The following rules apply to a workshift:

  • If you apply a workshift to a service type, stop and restart the service for the workshift to take effect immediately.
  • If a workshift for a service type has been specified, but one has not been specified for an event, the service type workshift is in effect.
  • If a workshift for an event has been specified, but one has not been specified for a service type, the service type workshift is ignored.
  • If a workshift for event and for service type have been specified, the service type workshift is ignored.

Source: Manage Service Type and Service Type Events - CA Service Management - 14.1 - CA Technologies Documentation


So, if I got this right, the workshift on a service type is valid only when there is no workshift on event, right?


However, I tested this situation and the service type's workshift is not being applied. When the workshift is on the event, it works properly.


Is there anything I am missing?