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Priority and duration

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Denis_35
Collector

Priority and duration

Hello!
I faced with problem.
I have four priority: p1...p4
Duration for p1 - 1 hour, for p2 - 4 hours, for p3 - 24 hours, for p4 - 48 hours.
I need to calculate the deadline, regardless of work hours.
If i choose p1 or p2 deadline calculates correctly - regardless of work hours. But if i choose p3 or p4 dedline calculates using work hours.
If today is friday and priority = p3, the deadline must equal to Saturday, but now it moves to monday.
How can i fix it?
4 REPLIES
Sam decosta
Esteemed Contributor

Re: Priority and duration

Hi Denis,

Check what is the service level applied to the ticket.Make sure it should be 24*7 service level in order to caalculate deadline regardless of work hour.

Thanks,
Avinash

Denis_35
Collector

Re: Priority and duration

In my case it's Service Level for Servicecalls And Incidents, Otherwise 24x7 Support.

Can I calculate deadline regardless of work hours in this case or not? May be via DB rules?
Sam decosta
Esteemed Contributor
Solution

Re: Priority and duration

If you don't want to calculation based on business hours..you can select 24*7 for all items.

OR create a new Custome field of code type named as Priority and set deadline by rules.
Denis_35
Collector

Re: Priority and duration

Thank you.
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