Details
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Suggestion
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Resolution: Unresolved
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None
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None
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1
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Description
Problem:
Currently in the 'Time in Status' automation there is not a way to specify business days/hours.
When you use this status to close tickets or move them to an inactive queue it can cause issues over the weekend
Desired Fix:
Add an option under the time section in the automation to select business days
Screenshot below to show example
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Using a SLA calendar on the automation trigger, the Time in Status SLA could be used ignoring weekend conditions using actual working hours.
e.g.: a 24h "Time in status" trigger with a SLA calendar of 8h/day would actually take 3 working days to trigger.
Attachments
Issue Links
- is duplicated by
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JSDCLOUD-8125 Add ability to use SLA calendars on "Time in Status" automation triggers
- Closed