NIT Managers define Slot Preferences in Otto. Each Support Team’s slot preferences must be individually and proactively configured by the support team’s manager.
Every night around midnight, Otto takes those slot preferences and creates new schedule slots for the next day only, exactly 5 weeks in the future.
To handle staffing issues, NIT manages are allowed to delete unclaimed slots to prevent customers from claiming them, thereby freeing up the obligation from NIT and allowing them to pursue whatever other duties are required.
Once a customer has picked a schedule slot, ordinary NIT staff (not just managers) are able to remove the schedule slot, pick a different one, or create a brand new slot at any time for a particular refresh ticket. These functions are provided to handle the situation where the customer changes their mind or can no longer honor the first slot they picked. In a sense, this is the only scenario where a brand new slot can be created from scratch. Important Note: At this time, any changes to the schedule slots in Otto after a customer has initially picked one will NOT be reflected in the ServiceNow Request item. That request item needs to be manually updated by the staff member.
Otto shows a calendar for schedule slots that allows support staff to see all or some schedule slots, and provides links to subscribe to in order to see the events on your Google, Apple, or other calendars.
Manage space
Manage content
Integrations