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Applying Support Hours to a role

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JW3
Respected Contributor.

Applying Support Hours to a role

Software: OpenView ServiceDesk 4.5 (SP7)

One of my roles is not applying support hours when calculating the planned finish in work orders.

Example:
Planned Start: 5/22/07 07:34:00
Planned Finish: 6/06/07 07:34:00
Planned Duration: 110 hours

This is the correct format based on 11-hour days, with 2 weekends and 1 holiday. However, if the work order is modified by someone assigned a specific role, I get the following:

Planned Start: 5/22/07 07:34:00
Planned Finish: 5/26/07 21:34:00
Planned Duration: 110 hours

110 hours = 4 days * 24 hours/day + 14 hours

Any idea where I need to change the setting for this role to make it acknowledge the support hours?
2 REPLIES
George M. Meneg
Acclaimed Contributor.

Re: Applying Support Hours to a role

Hello Jeremy,

Open administrator console, go to system panel and open "General Settings". Go to the tab "Application".

There is a subpanel named "Planned Time Calculation Uses:"

From what you wrote I conclude that "Opening Hours Calendar of Assigned Workgroup" is checked. So if the other person belongs to different workgroup with 24x7 calendar the calculations of planned time will be different.
menes fhtagn
JW3
Respected Contributor.

Re: Applying Support Hours to a role

The problem I have is role-specific, not workgroup-specific.

I created a dummy account with the same role but in a different workgroup, and still had the same problem. When I set up the account in the same workgroup but with a different role, it works like it should.

My settings are set for 'Opening hours Calendar of Assigned Workgroup for all items.'