Vacations and coverage overrides

Choose the right featureCopy Anchor Link

Vacation declares unavailability; it does not choose a replacement. An override replaces the schedule’s normal responder for a defined interval and returns to the base rotation afterward.

Add vacationCopy Anchor Link

1. Open Agents and select the agent.
2. In Vacations, choose Add vacation.
3. Select the first and last day and optionally enter a reason.
4. Save and review affected schedules.

Both dates are included. A one-day vacation means choosing the same start and end date. Days use the organisation timezone.

Vacation can start today or later, cover at most 366 days, and must stay within five years. Overlapping vacation entries are rejected. An organisation administrator can manage agents’ vacation; an agent can manage their own.

If the agent already covers an active or upcoming override during the dates, replace or cancel that override before adding vacation. Existing base rotation membership can become a coverage gap, so check the schedule timeline afterward.

Create a coverage overrideCopy Anchor Link

1. Open Schedules → Overrides, or the schedule’s Coverage overrides section.
2. Choose the create override action and select a schedule.
3. Enter the start and end time.
4. Choose an available replacement responder.
5. Add a reason, such as Covering annual leave, and save.

The schedule must be enabled. The replacement must be enabled and available for the full interval. An override cannot start before its schedule starts, overlap another override on that schedule, or last more than 93 days. The end must be in the future and within five years.

Edit or cancelCopy Anchor Link

• Upcoming overrides can be edited.
• To change an active override, cancel it and create the replacement.
• Canceling an active override ends it now and restores the base rotation from that point.
• Canceling an upcoming override removes the planned replacement.
• Past overrides remain as coverage history.

Past or canceled vacation remains in history. Canceling active vacation ends its unavailability now rather than rewriting the past.

Example: cover annual leaveCopy Anchor Link

Sam is on vacation Monday through Friday. Alex agrees to cover the affected shifts.

1. Check whether Sam already has any overrides in that week and replace or cancel them.
2. Add Sam’s whole-day vacation.
3. Review the schedule for gaps.
4. Add an override assigning Alex for each required coverage interval.
5. Verify the timeline and On call now when the interval begins.