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:
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Workweek from Monday till Friday.
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Work time from 9:00 AM till 6:00 PM, technical break from 1:00 PM till 2:00 PM.
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Days off: Saturday, Sunday.
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Additional day off: May 30, 2017.
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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.
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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
