Allow Auto-close to drop through to Auto-close defaults, instead of "Regular" Workshift, in SDM.

Idea created by Kyle_R Employee on Jun 20, 2016
    Not planned
    Score9
    • J_W
    • cowsert
    • Edith_Velazquez
    • pier-olivier.tremblay
    • GuanHua1378
    • diogo.nobrega
    • Deivyson
    • Kyle_R
    • Kosei_Oshita


    The current functionality is that Auto-close will use the Workshift of the ticket's Requester or Affected End User.

     

    However, if there is no Workshift on the Contact record, then the Auto-close Rule will drop through to look at the "Regular" Workshift ( "wrkshft:4600"). It will always do this, even if the Workshift is Inactive. This is so that the Auto-close rule always has something to run off.

     

    However, I suggest that a better drop-through default would be to the ticket's Auto-close Rule instead.

     

    Auto-close and Regular Workshift.png

     

    For example, if there is an Auto-close Rule that says that an Incident is to close in eight hours, then that is what should be used, and NOT the Workshift specified in the Regular Workshift.

     

    I am logging this as an extension and clarification of:

    Allow Auto Close to use selectable workshifts

     

    Example Scenario

    • There is an Auto-close Rule set up for Incidents that changes a Resolved Incident to a Closed Incident in two hours.
    • There is no Requester on the Incident.
    • There is no Multi-Tenancy.
    • There is an Affected End User, whose Contact record does NOT contain a Workshift.
    • The Regular Workshift is set for Monday to Friday, 8:00am - 5:00pm.
    • The Analyst who sets the Resolved Status does have a Workshift of 10:00am - 7:00pm, Thursday - Tuesday.
    • The Incident is set to Resolved by the Analyst on Saturday at 11:26am.
    • There is no time difference between the SDM Application server, the Analyst timezone or Affected End User timezone.

     

    The current behaviour:

    • The Affected End User does not have a Workshift and no other factors that impact Auto-close are in play. Therefore the "Regular" Workshift will be used.
    • The Resolution was done at a time outside of the "Regular" Workshift hours.
    • The Auto-close will start a two hour countdown, due to the Incident ticket type Auto-close Rule.
    • Therefore Auto-close will occur on Monday at 8:00am plus 2 hours = Monday 10:00am.

     

    Proposed behaviour:

    • The Affected End User does not have a Workshift and no other factors that impact Auto-close are in play. Therefore the Incident's Auto-close offset only will be used.
    • The Resolution was done at a time outside of the "Regular" Workshift hours.
    • The Auto-close will start a two hour countdown, due to the Incident ticket type Auto-close Rule.
    • Therefore Auto-close will occur two hours from now. That is, Saturday 11:26am plus 2 hours = Saturday 1:26pm.

     

    I think that this makes more sense to use the ticket's Auto-close Rule as the ultimate arbiter, instead of:

    • The Regular Workshift which is in no way connected to the Requester/Affected End user or ticket.
    • The Regular Workshift which may be made Inactive or not have an intuitive default.

     

    However, an Option to preserve the original behaviour or switch to the new behaviour could be provided.

     

     

    In the meantime, some tips:

     

    BEST PRACTICE

     

    • Every Contact should have a Workshift specified against them.

    • The Regular Workshift should have a sensible default that covers most of the users.

    • The Regular Workshift can be expanded to 24 hours, seven days a week, to catch those cases where Contacts do not have a Workshift.

     

    Thanks, Kyle_R.