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Workload View

(Available on Premium level plans or higher)

Workload view is a ‘system view’ available in the Tasks and Tickets applications. The workload view is a resource availability tool to help you visualize the work each team member is assigned to during a selected time period. Each person's assigned work hours are compared with their capacity. On the workload view you can view availability on a daily, weekly, or monthly grouping as well as filter the date ranges. The workload view is informational, you cannot create tasks or tickets on it.

Access/add the workload view

In the tasks/tickets application, on the left side panel. You can add the workload to your 'system views,' (your base layouts, such as 'Tree' view) or you can create a new custom view using the workload layout.

Add workload to your system views:

Note: You must be an admin-level user to access the 'views management' panel.

Click the cogwheel beside 'Views' (it appears upon hover), this action will open the view management panel.

Check the Workload view 'ON'. 

The view will now appear in your list of system views for all users in your organization. 

Add workload to your custom views:

Click the icon beside ‘My Views’ (it appears upon hover).

Select ‘Workload’ in the list of layout options. (Optionally, you can apply filters to this view, see below).

Click save, name your view, and it will be saved on your side panel in your list of custom views.

See also: Creating Custom Views as well as Managing Views.

Understanding the workload view

The Workload view displays each user’s assigned work hours and their total capacity in hours for the given period.

The first number, outside of the bubble, is the total hours assigned for that period and is affected by any applied filters and the selected project level.

The numbers in the bubble/square indicate the assigned work hours and the user's capacity for the period. Capacity is defined as the total working hours for that user (work hours minus vacation/absence events).

For example, below ‘Mike User’ has 4 hours of work assigned to him on Sep 13 and Sep 14. He works 8 hours total on both of those days. Therefore he has time available. A red square indicates overbooked (the planned work is greater than the capacity). A green bubble indicates available time, or under-booked.

(Users working hours are the same as the company working hours by default. An individual user’s working hours, as well as vacation/absence events can be set on the user calendar. See: User Calendar

Note: Remember that the bubble displays the hours for a given period. You can use the scale tool on the left side of the view to select a daily, weekly or monthly grouping as well as the date range. The date range also impacts the total. If you select weekly view but a date range of 2 days, you will not see the total for the whole week, only for those 2 days.

Your current selection is indicated in the Scale. Hover the scale to select your grouping/date range. 

Using the scope tool - groupings and date range

The scope selector on the top left of the view allows you to group availability as well as select the date range. Date range sets which days to count/display. You can choose to group by day, week, or month. Grouping will show you the total in the group AND within the date range. For example you could group the view weekly, but set the date range as three days. In this case the total hours/capacity will be the total of those three selected days and NOT the whole week. 

 Tip: If you are in the weekly or monthly grouping and you are not seeing the total hours you expect, be sure you have also selected the right date range. I.e. if you want to see the whole month’s assigned work hours and capacity, select the monthly grouping as well as the date range of the whole month you want to see.  

Other filters / workload custom views

Like other work views in OneDesk, the workload view can be customized. You can apply the filters on the fly, or save a view with those filters applied. From the ‘Create Custom View’ panel you can apply various filters to the workload view.

Note: The first number of the workload view is affected by custom view filters or the project scope. The numbers in the bubble/square are not impacted by filters. These numbers show the total for that period regardless of project scope or view filters.  

How to set capacity/ how to set task planned hours

The assigned work hours of a task (or ticket) is determined by the ‘Planned Work’ property. You can set the ‘planned work’ from the task detail panel. You can configure what the ‘default planned effort’ is on newly created tasks from Administration → Company Preferences. 

You can also add the planned effort to the internal task creation form, in order to set the planned effort upon creation. See: Internal Forms

See also: Scheduling as well as Task Prioritization, Scoring, Planning

A user’s capacity is determined by their working hours. By default an individual’s working hours is determined by the company working hours. You can set individual user working hours on the User Calendar. User hours are also determined by vacation or absence events, which are also created in the User Calendar.

Understanding time calculations

The assigned work hours of a user for any given task is determined by:

  • The planned work of a task
  • The number of assignees
  • The number of working days spanned by the task.

Example 1: The planned work will be equal across the planned dates.

There is task with a planned effort of 6 hours. Bob is assigned to this task. It is planned to start Wednesday and finish Friday. Then 6 working hours divided by 3 day equals 2 hours per day. Then Bob will have 2 hours work per day from Wednesday to Friday.

Example 2: The planned work is divided by the number of users assigned:

Bob and Mary have a task assigned to both of them. It is 6 hrs planned work. It spans 2 working days. So 3 days of work per day divided by two assigned users. So each of them has 1.5 hrs (90 min) of planned work each day for that task.


A user’s total planned work for a day is determined by:

  • Sum of the planned work for items assigned to that user for that day
  • Only includes items with the status-state not started or in-progress
  • Does not include Archived items

A user’s availability for a day is determined by:

  • The user’s Working Hours (WH) (ex: 480 min)
  • The user’s Planned Work (PW) for that day (ex: 375 min)
  • The user’s vacation events for that day (Vac) (ex: 45 min)

I.e. The Availability for that User for that day is: 

  • Avail(hrs) = WH - Vac - PW
  • 480 - 45 - 375 = 60 min

(Remember vacation/absence events created on the user calendar should not be used as regularly scheduled breaks, but as one time ‘events’)

Related Articles

User Availability & User Calendar

Resource Management


Custom Views

Views Management