Scheduling Configuration: Global, Event-Type & Health Plan

Understanding the Configuration Hierarchy

Scheduling rules in Office Puzzle are layered. Each level is more specific than the one above it, and more specific settings take priority. If a health plan sets a tighter limit than the global default, the health plan wins for sessions under that plan.

Level	Name	Where It Lives	Scope
1	Global Configuration	Configuration > Events > Actions	All event types, all payers (baseline defaults)
2	Event-Type Configuration	Configuration > Events > [Event card] > Configuration tab	One event type (e.g. Appointment). Can skip global.
3	Health Plan Event Configuration	Configuration > Billing > Payers > [Plan] > event_configuration tab	One payer's health plan. Most specific.

Level 1 — Global Configuration

Global Configuration sets the baseline scheduling rules that apply to all event types across your entire organization. These are the fallback limits — they apply whenever a more specific rule at the event or health plan level has not been set.

Who This Applies To

Admin users only
Applies organization-wide across all event types and payers

How to Access Global Configuration

Go to Configuration from the main navigation.
Click Events.
On the Events page, click the Actions button (top right).
Select Global Configuration from the dropdown.
A modal opens with the caution banner. Review it, then configure the fields.
Click Update to save. A green "Updated with success" notification confirms.

Global Configuration Fields

Field	Default	What It Controls
Allow overlapping (Client)	No	Whether any client can have overlapping sessions with different providers across all event types.
Allow overlapping (Provider)	No	Whether any provider can have overlapping sessions with different clients across all event types.
Max Duration per Day (Client)	10 hours	Maximum total session hours a client can receive in a single day, across all event types.
Max Duration Per Day (Provider)	10 hours	Maximum total hours a provider can deliver in a single day, across all event types.
Max Duration Per Week (Client)	40 hours	Maximum total session hours a client can receive in a calendar week.
Max Duration Per Week (Provider)	60 hours	Maximum total session hours a provider can deliver in a calendar week.
Max consecutive days (Client)	30 days	Maximum number of consecutive days a client can have sessions scheduled.
Max consecutive days (Provider)	30 days	Maximum number of consecutive days a provider can deliver sessions.

Level 2 — Health Plan Event Configuration

Health Plan Event Configuration applies scheduling rules to a specific payer's health plan. This is the most precise level and is used to match a payer's contract requirements.

How to Access Health Plan Event Configuration

Go to Configuration > Billing > Payers.
Select the payer (e.g., Aetna).
Click a health plan card (e.g., Default).
In the modal, click the Event Configuration tab.
Configure the fields and click Update.

Health Plan Event Configuration Fields

Field	Default	What It Controls
Allow overlapping (Client)	No	Whether a client can have overlapping sessions with different providers under this specific health plan.
Allow overlapping (Provider)	No	Whether a provider can have overlapping sessions with different clients under this specific health plan.
Allowed days	No Restriction	Day sessions may occur under this plan.
Start time	12:00 AM	Earliest session start time under this plan.
End time	11:59 PM	Latest session end time under this plan.
Max Duration per Day (Client)	10 hours	Max daily client hours under this plan.
Max Duration Per Day (Provider)	10 hours	Max daily provider hours under this plan.
Max Duration Per Week (Client)	40 hours	Max weekly client hours under this plan.
Max Duration Per Week (Provider)	60 hours	Max weekly provider hours under this plan.
Max consecutive days (Client)	30 days	Max consecutive days a client can receive sessions under this plan.
Max consecutive days (Provider)	30 days	Max consecutive days a provider can deliver under this plan.

Managing a Health Plan Configuration

The Actions button (top right of the event_configuration tab) provides two options:

Action	What It Does
Reset event configuration	Restores all fields to default values. The configuration record is kept.
Remove event configuration	Permanently deletes the configuration. The tab shows + Add event configuration to create a new one.

Troubleshooting

Issue	What to Do
Sessions are being blocked even though I configured the health plan	Check whether Global Configuration or Event-Type Configuration has stricter limits. Health Plan settings apply only to that plan; global/event-type settings may still block.
Orange banner: 'Missing event type configuration'	This appears in Global Configuration when one or more event types have not been individually configured yet. Go to Configuration > Events and configure each event type.
Event-type settings are not applying	Confirm Skip Global Restrictions is set correctly. If set to No, the event type is still subject to global limits.
TheEevent configuration tab shows only + Add event configuration	The configuration was removed. Click that button to create a new one.
Changes aren't saving at any level	Confirm you clicked Update before closing the modal. No level auto-saves.

Level 3 — Event-Type Configuration

Event-Type Configuration allows you to define scheduling rules for each individual event type — Appointment, Caregiver Training, Service Plan, and Supervision. These settings override Global Configuration for their specific event type.

Event Types examples

Appointment
Caregiver Training
Service Plan
Supervision

How to Access Event-Type Configuration

Go to Configuration > Events.
Click the event type card you want to configure (e.g., Appointment).
In the modal, click the Configuration tab.
Review the caution banner, then update the scheduling fields as needed.
Click Update to save.

Scheduling Fields — Event-Type Configuration

The Configuration tab contains many fields covering billing, signatures, and access controls. The table below covers only the scheduling-related fields. Other fields are documented in the Event Types reference article.

Field	Default	What It Controls
Allow overlapping (Client)	No	Whether any client can have overlapping sessions with different providers across all event types.
Allow overlapping (Provider)	No	Whether any provider can have overlapping sessions with different clients across all event types.
Allowed days	No Restriction	Days of the week on which this event type may be scheduled.
Start time	Varies	Earliest time this event type can begin.
End time	Varies	Latest time this event type can end.
Lead Time	No Restriction	Maximum amount of time in advance that a session of this event type can be scheduled into the future.
Lag Time	No Restriction	Maximum amount of time in the past that a session of this event type can be backdated or scheduled retroactively.
Cut-off dates	No Restriction	Deadline restrictions for when this event type can be scheduled.
Max Duration (Event)	Varies	Maximum length of a single session of this event type.
Min Duration (Event)	0.25 hours	Minimum length of a single session of this event type.
Max Duration per Day (Client)	Varies	Max daily hours a client can receive for this event type.
Max Duration Per Day (Provider)	Varies	Max daily hours a provider can deliver for this event type.
Max Duration Per Week (Client)	40 hours	Max weekly hours a client can receive for this event type.
Max Duration Per Week (Provider)	60 hours	Max weekly hours a provider can deliver for this event type.
Max consecutive days (Client)	Varies	Max consecutive days a client can have this event type scheduled.
Max consecutive days (Provider)	Varies	Max consecutive days a provider can deliver this event type.
Skip Global Restrictions	No	When set to Yes, this event type ignores all Global Configuration limits.
Cross Calendar Check	Yes	Whether to check for scheduling conflicts across all user agencies.

⚠ Important: Skip Global Restrictions: Setting this to Yes causes the system to ignore all Global Configuration limits for that event type. Use with care — it means this event type is no longer bounded by your organization's global scheduling defaults.