Deadline Calculation with WorkGroup's Support Hours
I have configured Support Hours in Workgroup for what i'm expected servicedesk to do, explained above.
When I open a service call, I have a Deadline field automatically fullfilled based, i think, on service-level (default bronze 8x5) and priority plus impact fields. However, i imagine that, if i assign the call to a workgroup (whose working hour is different from bronze 8x5) i expect deadline is changed automatically. I'm wrong? In serviceDesk this situation not happens as i thinked before. Has someone encountered the same problem before? I do not want to use some sor of workaround as UIrules or whatever else, because at this point is not clear the meaning of check box button in SystemPanel concerning the "Planned Time Calculation Uses: Opening Hours Calendar Of Assigment Workgroup for All Items"
Re: Deadline Calculation with WorkGroup's Support Hours
My understanding is that workgroup support hours are taken into account when calculating Planned Finish but do not affect Deadline. There is a checkbox to say whether WGSH should affect Planned Finish calculations from memory.