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Deadline is not setting currectly in SD4.5 with SP13

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Jigna Bhatt
Occasional Advisor

Deadline is not setting currectly in SD4.5 with SP13

Dear All,

I have installed SD4.5 with SP13 on Windows 2003(SP1).

I have configured services which relates to different Service Levels.my support hours for services are 8*5.

Here for me Deadline is not getting set properly based on support hours.

for example if my call logged at 9/10/2006 14:00:00 With Priority P1 and service is 'E-mail' where support hours are 9:00 AM to 6:00 PM.It should set deadline as 10/10/06 11:00:00AM.

Max Priority Duration is set 6 hours for Priority P1 call.

Please Let me Know if any body has solution of this error.

Thanks a Lot,
Jigna



2 REPLIES
Tim Schmitt_4
Frequent Visitor

Re: Deadline is not setting currectly in SD4.5 with SP13

I'm not sure I understand why this is not right. If support hours are from 9am to 6pm and the max duration is 6 hours, a service call logged at 2:00pm would have a deadline from 11:00am the following business day.

2:00pm to 6:00pm uses 4 hours and 9:00am to 11:00am consumes the remaining 2.

What do you think the deadline should be? Also, can you tell us if you have set the service levels to go off the provider or receiver's time?
Jigna Bhatt
Occasional Advisor

Re: Deadline is not setting currectly in SD4.5 with SP13

Dear Tim Schmitt,

Thanxs a lot for reply,

Here deadline should set as 10/10/06 11:00:00AM.but for me it is setting as 10/10/06 4:00:00 which is not currect.

With Regards,
Jigna

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