> ## Documentation Index
> Fetch the complete documentation index at: https://docs.serval.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Schedules

> Define business hours schedules for SLA tracking and assignment rules

Schedules define your team's working hours. They are used by [SLA policies](/sections/documentation/ticketing/ticket-configuration/slas) to track resolution time only during business hours, and by [assignment rules](/sections/documentation/ticketing/ticket-configuration/assignment) to route tickets differently based on the time of day.

***

## How Schedules Work

A schedule specifies which hours of each day of the week your team is available, along with a timezone. For example, a typical schedule might define Monday through Friday, 9:00 AM to 5:00 PM in US Eastern time.

Schedules are reusable across your team — once created, the same schedule can be referenced by multiple SLA policies and assignment rules.

***

## Creating a Schedule

<Steps>
  <Step title="Open schedule settings">
    Go to **Team Settings** → **Schedules**.
  </Step>

  <Step title="Add a schedule">
    Click **New Schedule**. A new schedule is created with default hours (Monday–Friday, 9 AM – 5 PM in your local timezone).
  </Step>

  <Step title="Configure the schedule">
    | Field            | Description                                                                                |
    | :--------------- | :----------------------------------------------------------------------------------------- |
    | **Name**         | A descriptive name for the schedule (e.g., "US Business Hours", "EMEA Support Hours")      |
    | **Timezone**     | The timezone used to evaluate the schedule (e.g., America/New\_York, Europe/London)        |
    | **Weekly hours** | For each day of the week, toggle whether the day is active and set the start and end times |
  </Step>
</Steps>

<Tip>
  You can define multiple time windows per day if your team has a break in the middle (e.g., 9:00–12:00 and 13:00–17:00 to exclude a lunch hour).
</Tip>

***

## Where Schedules Are Used

### Assignment Rules

[Assignment rules](/sections/documentation/ticketing/ticket-configuration/assignment) can include a **schedule condition** that matches when the ticket escalation time falls within a schedule's hours. This lets you route tickets differently during and outside of business hours.

For example, you might create two assignment rules for urgent tickets:

* During "US Business Hours" → assign to the primary support group
* During "After Hours On-Call" → assign to the on-call rotation group

### SLA Policies

[SLA policies](/sections/documentation/ticketing/ticket-configuration/slas) can use a schedule to count time only during business hours. When an SLA uses business hours, the resolution timer pauses outside of the schedule's defined hours and resumes when working hours begin again.

***

## Managing Schedules

### Editing a Schedule

Click on any schedule card to expand it and edit the name, timezone, or weekly hours. Changes are saved automatically.

### Deleting a Schedule

Click the delete button on a schedule card. You'll see a confirmation prompt before the schedule is removed.

<Warning>
  Deleting a schedule affects any SLA policies that reference it. Review your SLA configurations after removing a schedule.
</Warning>

***

## Related

<CardGroup cols={2}>
  <Card title="Assignment Rules" icon="route" href="/sections/documentation/ticketing/ticket-configuration/assignment">
    Use schedules as conditions in assignment rules
  </Card>

  <Card title="SLAs" icon="clock" href="/sections/documentation/ticketing/ticket-configuration/slas">
    Track resolution times using business hours schedules
  </Card>
</CardGroup>