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Deadline calculation according Workgroup support hours

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Denis_35
Collector

Deadline calculation according Workgroup support hours

I have Service desk 4.5 sp37 with next settings:

1) General settings - Oppening hours calendar of assigned workgroup for all items

2) Free day - list of free days

3) Holiday calendar - there is only one day (01/01/2014) with no free days included

4) Oppening schedule - 12x7 (from 8 a.m. to 8 p.m.)

5) Default Service level - Gold (24x7)

6) Workgroup with schedule (3) and holiday calendar (4)

 

I create SC in friday (31/05) in 10 a.m. with medium priority (16 hours) and assign it to WG. As i think deadline should be saturday 2 p.m. (10 hours today and 6 tomorrow), but deadline is  calculated as 03/06 02:00.

As i understood for some reasons free days are included to deadline calculation. But i can't understand why 02:00.

 

What shoul i do for correct deadline calculation according workgroup support hours and holiday calendar?

2 REPLIES
DrFoul
Frequent Visitor

Re: Deadline calculation according Workgroup support hours

It's getting a bit rusty up here in my head.

 

Do you know the other duration fields, like actual/planned start/finish/duration?

 

I think the calculations differ on whether it's "supported event" (Incident and Servicecall, different too), or other "Service Today" items (Change, Problem, Workorder).

HPE Software Support

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Denis_35
Collector

Re: Deadline calculation according Workgroup support hours

Other duration fields, like actual/planned start/finish/duration are empty.

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