Coverage Basis

The coverage basis is used to define the hours which are considered when using the "days/hours until" value when setting warning, due, and follow-up dates on Incidents.

Valid options are:

All Hours: All 24 hours of all days are included as coverage time
Business Hours: Only the time ranges for each day of the week defined on the "Other" tab of the Service Parameter form are included as coverage time
Contract Coverage Hours: Only the time ranges specified on a valid customer contract are included as coverage time

NOTE: If Contract Coverage Hours is selected but no contract is found for the customer/unit, then business hours will be used.

The Service Holidays check box on the Service Parameter affects whether specified holidays are included or excluded from the priority date calculation for "Business Hours" and "Contract Coverage Hours" (for example, "All Hours" means all regardless of holidays).