We work in a 24/7 manufacturing environment, but our helpdesk is only staffed from 8am-5pm M-F. If I set up work schedules for my tech for 8am-5pm, then as soon as 5pm rolls around, tickets automatically get escalated to another tech with the same schedule. I would prefer that it not escalate, or have an option to ignore schedules as you do in other areas of WHD (Tasks I think). I don't want to open the schedule up for all 24 hours because we do work in two time zones (-8UTC and -6UTC) and from 6am-8am Pacific want all tickets to assign to the Central time zone team. Likewise, from 5pm-7pm Central, I want all tickets to get assigned to the Pacific time zone team. My workaround was to set up the two work schedules for 22 hours out of the day. In addition, I'd like to be able to have different schedules by day, input lunch breaks, etc. It just needs to be more robust.
