Service Creatio, enterprise edition
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This documentation is valid for Creatio version 7.16.0. We recommend using the newest version of Creatio documentation.

Calculating response and resolution deadlines using calendars

The helpdesk is in the same time zone as the customer

Data from the service calendar and base calendar is used for calculation. The system will use the calendar specified for the corresponding service in SLA.

Note

The [Calendars] lookup contains the list of calendars. Calendar setup is covered in a separate article.

The following parameters are set up in the service in SLA calendar:

  • Workweek from Monday till Friday.

  • Work time from 9:00 AM till 6:00 PM, technical break from 1:00 PM till 2:00 PM.

  • Days off: Saturday, Sunday.

  • Additional day off: May 30, 2017.

  • The time zone is UTC -5.

Note

The deadlines are calculated in the time zone of the corresponding service calendar. The results are adjusted based on the time zone of the viewer.

Support agent and customer are in the same time zone (UTC -5).

Note

If the response and resolution time is specified in “calendar time” (minutes, hours or days), the service calendar does not affect the deadline calculation. If the response and resolution time is specified in workhours or workdays, the response time will be calculated from the start of the next business period (next business day, etc.). For example, if a case was at 13.00, and the response time is 1 work day, the planned response time will be set to the end of the work interval of the next calendar day.

Below are examples of deadline calculation for a case created during weekend (05/30) and a workday. The resolution deadlines are calculated in a similar way.

Date/time when the case was registered

on the portal (UTC -5)

Date/time when the case was registered

on the case page (UTC -5)

Date/time when the case was registered

in the service calendar (UTC -5)

Response time

Planned response

in the service calendar (UTC -5)

Planned response

on the portal (UTC -5)

Planned response

on the case page (UTC -5)

05/02 1:00 PM

05/02 1:00 PM

05/02 1:00 PM

10 calendar minutes

05/02 1:10 PM

05/02 1:10 PM

05/02 1:10 PM

05/02 1:05 PM

05/02 1:05 PM

05/02 1:05 PM

10 work minutes

05/02 2:10 PM

05/02 2:10 PM

05/02 2:10 PM

05/01 1:00 PM

05/01 1:00 PM

05/01 1:00 PM

10 calendar minutes

05/01 1:10 PM

05/01 1:10 PM

05/01 1:10 PM

05/01 1:05 PM

05/01 1:05 PM

05/01 1:05 PM

10 work minutes

05/02 9:10 AM

05/02 9:10 AM

05/02 9:10 AM

05/02 1:00 PM

05/02 1:00 PM

05/02 1:00 PM

1 calendar hour

05/02 2:00 PM

05/02 2:00 PM

05/02 2:00 PM

05/02 1:00 PM

05/02 1:00 PM

05/02 1:00 PM

1 work hour

05/02 3:00 PM

05/02 3:00 PM

05/02 3:00 PM

05/01 1:00 PM

05/01 1:00 PM

05/01 1:00 PM

1 calendar hour

05/01 2:00 PM

05/01 2:00 PM

05/01 2:00 PM

05/01 1:00 PM

05/01 1:00 PM

05/01 1:00 PM

1 work hour

05/02 10:00 AM

05/02 10:00 AM

05/02 10:00 AM

05/02 1:00 PM

05/02 1:00 PM

05/02 1:00 PM

1 calendar day

05/03 1:00 PM

05/03 1:00 PM

05/03 1:00 PM

05/02 1:00 PM

05/02 1:00 PM

05/02 1:00 PM

1 work day

05/03 6:00 PM

05/03 6:00 PM

05/03 6:00 PM

05/01 1:00 PM

05/01 1:00 PM

05/01 1:00 PM

1 calendar day

05/02 1:00 PM

05/02 1:00 PM

05/02 1:00 PM

05/01 1:00 PM

05/01 1:00 PM

05/01 1:00 PM

1 work day

05/02 6:00 PM

05/02 6:00 PM

05/02 6:00 PM

The helpdesk is not in the same time zone as the customer

If the helpdesk and the customer are in different time zones, the deadline calculation is different.

Note

The deadlines are calculated in the time zone of the base calendar. The results are adjusted based on the time zone of the viewer.

The following parameters are set up in the service in SLA calendar:

  • Workweek from Monday till Friday.

  • Work time from 9:00 AM till 6:00 PM, break from 1:00 PM till 2:00 PM.

  • Days off: Saturday, Sunday.

  • Additional day off: May 30, 2017.

  • The time zone is UTC -8.

The helpdesk agent’s time zone is UTC -5.

The customer’s time zone is UTC +5.

Note

The current user’s time zone is specified the user profile. If the time zone is not specified in the user profile, the time zone specified in the [Defaulr TimeZone] system setting. If no time zone is specified in the user profile and the [Defaulr TimeZone] system setting, Creatio server local time is used to determine the time zone.

Below are examples of deadline calculation for a case created during weekend (05/30) and a workday. The resolution deadlines are calculated in a similar way.

Date/time when the case was registered

on the portal (UTC -3)

Date/time when the case was registered

on the case page (UTC -5)

Date/time when the case was registered

in the service calendar (UTC -8)

Response time

Planned response

in the service calendar (UTC -8)

Planned response

on the portal (UTC -3)

Planned response

on the case page (UTC -5)

05/02 6:00 PM

05/02 4:00 PM

05/02 1:00 PM

10 calendar minutes

05/02 1:10 PM

05/02 6:10 PM

05/02 4:10 PM

05/02 6:00 PM

05/02 4:00 PM

05/02 1:00 PM

10 work minutes

05/02 2:10 PM

05/02 7:10 PM

05/02 5:10 PM

05/01 6:00 PM

05/01 4:00 PM

05/01 1:00 PM

10 calendar minutes

05/01 1:10 PM

05/01 6:10 PM

05/01 4:10 PM

05/01 6:00 PM

05/01 4:00 PM

05/01 1:00 PM

10 work minutes

05/02 9:10 AM

05/02 2:10 PM

05/02 12:10 PM

05/02 6:00 PM

05/02 4:00 PM

05/02 1:00 PM

1 calendar hour

05/02 2:00 PM

05/02 7:00 PM

05/02 5:00 PM

05/02 6:00 PM

05/02 4:00 PM

05/02 1:00 PM

1 work hour

05/02 3:00 PM

05/02 8:00 PM

05/02 6:00 PM

05/01 6:00 PM

05/01 4:00 PM

05/01 1:00 PM

1 calendar hour

05/01 2:00 PM

05/01 7:00 PM

05/01 5:00 PM

05/01 6:00 PM

05/01 4:00 PM

05/01 1:00 PM

1 work hour

05/02 10:00 AM

05/02 3:00 PM

05/02 1:00 PM

05/02 6:00 PM

05/02 4:00 PM

05/02 1:00 PM

1 calendar day

05/03 1:00 PM

05/03 6:00 PM

05/03 4:00 PM

05/02 6:00 PM

05/02 4:00 PM

05/02 1:00 PM

1 work day

05/03 6:00 PM

05/03 11:00 PM

05/03 9:00 PM

05/01 6:00 PM

05/01 4:00 PM

05/01 1:00 PM

1 calendar day

05/02 1:00 PM

05/02 6:00 PM

05/02 4:00 PM

05/01 6:00 PM

05/01 4:00 PM

05/01 1:00 PM

1 work day

05/02 6:00 PM

05/02 11:00 PM

05/02 9:00 PM

See also

Response and resolution deadline calculation methods

How to setup response and resolution time calculation

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