CA SDM Auto Close association with workshift

Idea created by banin02 Employee on Oct 25, 2017
    Under review
    Score5
    • J_W
    • Michael Mueller
    • parol01
    • Gordon_Preston
    • banin02

    Hello,

     

    I would like to propose the ability to associate a work shift with an auto-close configuration record in CA SDM. By default, the "Regular" business hours is associated to auto-close configuration. Any auto-close definition follows the same schedule. However, if Incident follows one schedule (like 24 hours), then Problem or any other area would also follow 24 hours schedule for auto-close. This becomes a big limitation at times.

     

    Having capability for respective work shift configuration will allow different auto-close definitions to use different work shift hours to align better to the business needs.

     

    Thanks,

    Indrajit Banerjee.