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SD 5.0 sp1 problem with service levls in Service Calls

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pepekrajco
Valued Contributor.

SD 5.0 sp1 problem with service levls in Service Calls

Hello,

We would like to use more defined service levels in the service call (dependency is which workgroup has assigned SC). We did some steps, but it seems without effect
Here are the steps we made:
- new service levels with included schedules for different support hrs (9x5, 24x7, etc.)
- assigment of service levels to the workgruops
- priority <--> duration definition
- in general setting we set "Opening hours calendar of assigned workgroup for all object" and default support hours to 24 x 7 and "Time dependencies"

So then we created Service Call with defined priority (high = 3 hrs to solve) and deadline was calculated correctly (according to 24 x 7 support). Then we assigned this SC to the workgroup with support hrs 9 x 5 (8:00 - 17:00) and deadline was not recalculated to 9 x 5 support, but it remains as defined in default 24 x 7...
Can somebody help pls?

best regards Peter
2 REPLIES
Gerry Allardice
Outstanding Contributor.
Solution

Re: SD 5.0 sp1 problem with service levls in Service Calls

Peter,
Notice the heading is 'Planned Time Calculation Users' where you set the options.
The workgroup opening hours affect the calculations of the Planned Finish and have not affect on deadline.
You may be able to set Planned Start to Registration time and Max Duration to Planned Duration and then copy the Planned Finish to Deadline to get the desired effect.

Regards
Gerry
pepekrajco
Valued Contributor.

Re: SD 5.0 sp1 problem with service levls in Service Calls

Hello Gerry,

That's it, Thx a lot

regards Peter