Running into an issue with working hours in the Smart Scheduler? Here are the most common problems and how to fix them — fast.
The Working Hours dropdown is greyed out
The dropdown only activates after you select a team card — it won't respond to clicks until you do. Click anywhere on the team card you want to configure. You'll see the card border highlight to confirm it's selected, and the Working Hours dropdown will become clickable.
Working hours changes aren't saving
Changes don't save automatically — you need to click Apply inside the inline editor for them to stick. After configuring hours for each day, scroll down within the team card if needed and click Apply. The editor will collapse, and the team card will update with a summary of the new availability. If you click Cancel, close the editor, or move to the next screen without clicking Apply, your changes will be discarded.
A warning modal appears when trying to proceed
This happens when one or more team cards have changes in the inline editor that haven't been applied yet. The modal will list the specific teams affected. Click Return to Editing, open the inline editor for each team listed, and click Apply. If you don't want to apply custom hours for a particular team, just deselect that team card instead. Once everything is either applied or deselected, you'll be able to continue.
A team reverted to Company Working Hours unexpectedly
If a team that had custom hours is now showing Company Working Hours, the revert confirmation modal was likely accepted. To restore custom hours, click the Working Hours dropdown on that team card, select Team Working Hours, re-enter the hours for each day, and click Apply.
Jobs are unassigned after running the scheduler
If you see a banner after running the scheduler saying jobs couldn't be scheduled within available working hours, there are a few things to check:
Are the correct days toggled on for each team?
Is the scheduling date range wide enough to cover the team's availability window?
If you have overnight shifts, is the From time set later than the To time (e.g., 8:00 PM to 6:00 AM)?
Review and adjust working hours on each team card, then expand the date range in the job selection screen if needed. Re-run the scheduler once you've made updates. If jobs still aren't being placed, check whether the jobs' service requirements can actually be met within the available hours — you may need to add additional teams.
An overnight shift isn't scheduling correctly
Overnight shifts work differently from standard shifts: the From time must be set later than the To time. For example, a shift starting at 8:00 PM and ending at 6:00 AM should be entered as From: 8:00 PM / To: 6:00 AM. When it's set up correctly, the team card summary will show the shift as 8:00 PM – 6:00 AM (next day). Also double-check that your company time zone is correctly configured in account settings — an incorrect time zone can cause overnight shift boundaries to display unexpectedly.
Quick Glance: Common Issues & Fixes
Issue | Fix |
Working Hours dropdown is greyed out | Click the team card to select it first — the dropdown activates once the card is selected. |
Working hours changes disappeared | You must click Apply inside the inline editor to save changes. Closing or canceling the editor discards them. |
Warning modal when trying to proceed | Click Return to Editing and click Apply on each team listed in the modal, or deselect those teams. |
Team reverted to Company Working Hours | Re-select Team Working Hours from the dropdown, re-enter your hours, and click Apply. |
Jobs unassigned after running the scheduler | Check that days are toggled on, the date range is wide enough, and overnight shifts have From set later than To. |
Overnight shift not scheduling correctly | Set the From time later than the To time (e.g., 8:00 PM to 6:00 AM) and confirm the team card shows (next day). |
For step-by-step setup instructions, visit the Configure Working Hours How-To Guide in the ServiceBridge Help Center.