1:00 PM (registration time + resolution time unit).Ĭalculate response and resolution deadlines using the “By service” rule 11:00 AM (registration time + response time unit). Service calendar (service in the service agreement calendar for Service Creatio, enterprise edition): 5-day workweek (from Monday to Friday), business hours are from 9:00 AM to 6:00 PM, no lunch break.Īs a result, response and resolution deadlines for all cases connected with the “Consultations on the software setting” service will be calculated in the same way, regardless of all other case parameters.įor cases received on Monday, 10:00 AM, the deadlines will be calculated in the following way: The following settings are specified for the “Consultations on the software setting” service: Use the Case deadline calculation schemas lookup to set the default and alternative rules.Ĭase. If an alternative rule is not specified, the deadlines will not be calculated. If the alternative rule cannot be used, and if it has its own alternative rule, Creatio will use that rule. If Creatio is unable to calculate deadline using the default rule, it will automatically attempt its alternative rule. One of the rules is used by default, while others can be alternative rules. You can set up contingency plans for deadline calculation using several pre-defined calculation strategies: by service, by case priority, by case priority and service in the service contract, by priority on the SLA level. In Service Creatio, enterprise edition, the service agreement will also be taken into account. The response and resolution deadlines are calculated based on the case, service, and service contract data as well as the corresponding calendar. Response and resolution time calculation rules The checkbox for the final status, as well as for the pause status, is selected in the Case statuses lookup. When the case processing resumes, the indicator is displayed and keeps counting. The indicator is not visible for paused cases (cases that are awaiting customer’s response). The indicator is visible and the countdown is on for active cases (in the “open”, or “in progress” status). If the actual value exceeds the planned value (the case is overdue), the indicator is displayed yet the clock is stopped. If the actual value is less than the planned value (the case has been processed within the planned time), the indicator is hidden. If the actual time is filled in (for example, the case is resolved), there are two options: If the overdue time exceeds 14 days, the indicator appears as “> 14 d“. If the time until deadline exceeds 14 days, the indicator appears as “> 14 d“. Prior to the deadline, the indicator is green and displays the remaining time.Īfter the deadline, the indicator is red and displays the overdue time. The time displayed by the indicators is always calculated in calendar units (minutes, hours, days).ĭepending on the timely resolution of the case: The indicator appearance depends on the current case status and its compliance with the deadlines. Response time is calculated based on the selected deadline calculation rule. Deadline is calculated based on the case registration date or the current date (if the deadlines are recalculated).Ĭalculated response time. If Creatio cannot calculate the deadline using the main schema, an alternative schema is used.Ĭalculation of deadline: specifies the day of the week and the day type (working day or day off). To open the Case deadline calculation schemas lookup with the strategy parameters, click the corresponding link. You can open the case parameters: service or the SLA by clicking the corresponding link.ĭeadline calculation rule: the selected rule of calculation the deadlines, the calendar and the time zone, as well as the response and resolution time that were used for calculation. Service Creatio, enterprise edition has an additional “service agreement” parameter. The information on the response/resolution deadline calculation will open in a new window ( Fig. 2) with four “cards”:Ĭase parameters: priority, service, registration date.
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