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Service Hours
#1
I am testing out the new scheduled task that updates the SD_REQUEST_COMPUTED_TIMES table. I have Service Hours established, and I have an OLA set for my test group. The problem is, the response time is not calculating the Service Hours I have established.

Example:
I submit a test ticket at 12:30pm. Service Hours are set from 1pm till 8pm. At 1:15 I being to action the ticket, however, my computed response time is 45 minutes and not the 15 minutes I was expecting.

Am I missing something, or am I not understanding correctly how this works?

Thank you in advance!
mrajotte, proud to be a member of EV CONNECT FORUM since Jan 2016.






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