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A schedule is a named set of weekly hours, such as “Day shift” or “Nights”. You put each technician on one schedule, and dispatch then reads that technician’s hours from it. Use it when your PSA has no working hours, when its hours are out of date, or when the hours you need are hard to keep in the PSA. You manage schedules on the Technicians → Schedules tab, and each technician’s hours on their card.

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Hours from your PSA

For a technician on no schedule, the card shows the hours dispatch reads and names where they come from: a calendar in your PSA, or one of the fallbacks below. The Schedules tab lists the PSA calendars under From your PSA, one card for each calendar. A PSA calendar’s hours are read-only in Neo: change them in your PSA, and the change reaches Neo within a day. You do not need to copy them into schedules. In every PSA but ServiceNow, when the PSA has no calendar for a technician who is active there, dispatch uses your account’s default business hours, Monday to Friday, and the card shows Neo default hours.

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Set up schedules

1

Create a schedule

Select New schedule, give it a name, and pick a starting point such as Mon–Fri 09:00–17:00, Mon–Fri with lunch or Nights 21:00–06:00. Then adjust each day.
2

Adjust the week

  • Switch a day off for a day the technician does not work.
  • Use a day’s Add a break button to split it around a lunch break, then move the times.
  • Use Copy Monday to weekdays to give Monday’s hours to Tuesday through Friday. Each day’s copy button copies that day instead.
  • An end time before the start time is a night shift. The editor marks it Ends next day.
3

Put technicians on it

Open a technician’s card and go to Working hours to choose a schedule. To move several technicians at once, use Choose technicians… on the schedule’s card on the Schedules tab.
Make one schedule for each set of hours your team works. When the day shift changes, edit that one schedule and every technician on it moves with it. A technician with hours of their own gets a schedule with only them on it.

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Time zones

By default a schedule’s times are on each technician’s own clock: the time zone set for them in your PSA. If a team works to a clock that is not their own, for example a remote technician who works US Central hours, pick a Time zone on the schedule. Neo converts the hours to each technician’s clock before dispatch reads them.

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What dispatch reads

A schedule applies whether that workflow setting is on or off, on Dispatch Ticket workflows and on agents that use Get Technician Context. Dispatch sees which schedule the hours came from. It also applies on a Dispatch Ticket workflow with calendar checking off, when Neo picks the technician (not in Round Robin mode): dispatch then reads the schedule’s hours alone, with no calendar entries. A schedule replaces only the weekly hours. Time off, holidays, calendar entries and Microsoft Teams presence still count exactly as before.
Once a technician is on a schedule, remove the hours you wrote about them in custom instructions, so dispatch reads one set of hours. A technician’s card shows Instructions mention hours when their custom instructions still state hours, and Ask Neo to tidy this up hands the edit to the Neo Support Agent. Keep a rule for a window on one day, such as “on-site Wednesdays 8 AM to 1 PM, only Contoso tickets”, in the instructions: a schedule cannot hold it.

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Ask Neo to set it up

The Neo Support Agent can read and change schedules for you. For example: “Move the working hours in our dispatch instructions into schedules.” It can also tell you which hours dispatch reads for a technician. It shows you the schedules and who goes on each before it saves anything, and by default it asks for approval before each change. Schedules are also available in the public API under /public-api/technician-schedules, and each technician’s PSA hours under /public-api/technician-schedules/psa-hours.