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SC for workhours only for WG

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Nyan_1
Collector

SC for workhours only for WG

Hi everyone,

A client here gets service calls logged after hours and if it is logged with 1 hour or 4 hours they get escalations in the middle of the night to say the call is out of SLA. how do I configure it so the SC thats logged and assigned to CCS WG doesn't get escalated and time is calculated with working hours. In the system panel the "Planned Time Calculations Uses" is "Service level for SC and INC; otherwise 24x7 support". in the SC DB rules the use support hours is ticked. What I'm doing now is in the WG for "Opening Hours" I specify from monday to friday 8:00 - 17:00. is there otherways. I can only test this during afterhours so if you can guide me in the right direction I would really appreciate it
1 REPLY
Nyan_1
Collector

Re: SC for workhours only for WG

Hi all,

does any know how I can go about doing this?
//Add this to "OnDomLoad" event