work schedule

HP SM 9.40 Codeless Windows 2012 Server  based environment and MS SQL 2012 DB Server

Hi,

How do we see the resolution time which is arrived after consideration of the work schedules in the process targets.

i.e. in our environment, the work schedule is set from mon to sat, 0900 to 1800Hrs, i presume the resolution hours will be calculated only in the mentioned hours and rest of the time will not be accounted in the calculation of resolution hours.

if above presumtion and settings are in place, how do we see the details for single interaction record as well in monthly MIS.

attached screen shot is for reference

 

Thnaks and Regards

Hemant Vaswani

Parents Reply Children
  • Hi,

    The details in the above mentioned link are exactly what i am looking for.

    However, the same link is not mentioning anything with the version of SM and also where do we see the mentioned behaviour of SM, I mean if work schedule is enabled, where do we check the calculation in the interaction records.

    kindly help.

    Thanks and Regards

    Hemant Vaswani

     

  • Hi,
     
    This query is related to capturing the resolution hours of interactions/incidents and based on business hours.
    The work schedule is updated for 0900Hrs to 1800Hrs(Mon to Sat) in SM 9.40 Codeless (Windows / MSSQL based environment)
     
    In our current scenario, we are getting the result based on flat calculation which seen below :
     
    resolution time in "d HH MM" format = "resolved time" - "open time" of the interaction record/incident
    (here we are getting flat calculation based on 24Hr Clock only)
     
    Whereas we are looking for above calculation which should be based on the "work schedule" set in SM, i.e. 0900Hrs to 1800Hrs(Mon to Sat)
    screen shot of the work schedule as set up in our SM is attached in trail email for reference
     
    Thanks and Regards
    Hemant Vaswani
  • Hi, Can you please share if your issue is resolved ? If yes then you can post the answer here, it ll help others too. If not then you can log a case with HP Software support or Professional Services for customization requests.
    Regards,
    HPE Software Support

  • Verified Answer

    Hi,

    It is observed & found that work schedule set in the "process target" is determing the resolution time taken. this arrangment is only used by SM in the backend to calculate the response and resolution SLA.

    We were some how unable to bring this in front end to view the actual business hours taken to resolve a interaction/incident.

    Thanks & regards

    Hemant Vaswani