Schedules
This is an optional folder that SupportCalls will use if your helpdesk manager decides to maintain technician's due date schedule for cases. The idea is to enable the assigner (manager) to check for technician availability for a particular time slot before a due date can be assigned to finish the case. A calendar (having the same name as that of the technician) within this folder will be maintained for each technician and whenever a new due date is assigned or an existing one is changed, it would be reflected in the calendar as well. If a case is closed (marked complete), the corresponding due date from that calendar is removed. Each technician needs to have editor permission over the calendar. However, the manager or case assigners needs to have publishing editor to be able to create a calendar subfolder if it does not exist.

When due dates are assigned or changed in support cases, appointments are added or updated in these calendars. The purpose of these calendars is to allow helpdesk managers or other technicians to lookup these calendars for a suitable schedule such that the assignment of due date take into the consideration other assignments which may already existed for that particular technician. This will help prevent due date clashes and increase efficiency of the helpdesk staffs.