Calculating response and resolution deadlines using strategies

Let's take a look at how response and resolution deadline calculation strategies affect actual case deadlines. In our example, customer and support service are in one time zone.

Note

More information about response and resolution deadline strategies can be found in a separate article.

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.

Calculating response and resolution deadlines using the “By service” strategy

Only the parameters configured on the service page and the service calendar  are taken into account when calculating response and resolution deadlines by service. Case priority is not taken into account.

Example

The following settings are specified for the “Consultations on the software setting” service:

•Response time unit: 1 working hour.

•Resolution time unit: 3 working hours.

•Service calendar: 5-day workweek (from Monday to Friday), business hours are from 9:00 AM to 6:00 PM, no lunch break.

As a result, response and resolution deadlines for all cases connected with the “Consultations on the software setting” service will be calculated in the same way, regardless of all other case parameters.

For cases received on Monday, 10:00 AM, the deadlines will be calculated in the following way:

• Response deadline: Monday. 11:00 AM (registration time + response time unit).

• Resolution deadline: Monday. 1:00 PM (registration time + resolution time unit).

Calculating response and resolution deadlines using the “By priority” strategy

Only the case priority and the service calendar are taken into account when calculating of response and resolution deadlines by priority. Case service is not taken into account.

Example

The following settings are specified for critical priority in the [Case priorities] lookup:

•Response time unit: 30 working minutes.

•Resolution time unit: 2 working hours.

Service calendar: 5-day workweek (from Monday to Friday), business hours are from 10:00 AM to 6:00 PM, no lunch break.

As a result, response and resolution deadlines for all cases of “Critical” priority will be calculated .

For cases of “Critical” priority, received for this service on Monday, 10:00 AM the deadlines will be calculated in the following way:

• Response deadline: Monday. 10:30 AM (registration time + response time unit).

• Resolution deadline: Monday. 12:00 PM (registration time + resolution time unit).

See also

•Response and resolution deadline calculation methods

•How to setup response and resolution time calculation

•Calculating response and resolution deadlines using calendars