How do I get the service desk to take the analyst's work schedule?
You can set up analyst schedules by using Workshifts. Here is the link to the documentation on configuring workshifts: Workshift Setup - CA Service Management - 14.1 - CA Technologies Documentation
Hope this helps,
How would it be done
Have you reviewed the documentation provided by Jon_Israel already - Workshift Setup - CA Service Management - 14.1 - CA Technologies Documentation
Retrieving data ...