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workshift_abs2work for different Service Types

Question asked by sanketkumar.d on Sep 12, 2016
Latest reply on Sep 19, 2016 by Maheshwar_Kusuma

Currently to calculate the response time , we are using the following code :

 

cr::zresponse_time(...)
{

int response1;
string wrkshft_schedule;
wrkshft_schedule = (string)expand("&{'Regular' = wrkshft.sym->sched}");

if(status == "ACK")
{

//response1= (int)zack_time - (int)open_date;
response1 = workshift_abs2work(wrkshft_schedule,(date)open_date,(date)zack_time);

if(is_null(zresponse_time))
{
send_wait(0, this, "call_attr", "zresponse_time", "set_val", response1, "SURE_SET");
}
else
{
response1 = (int)zresponse_time + response1;
send_wait(0, this, "call_attr", "zresponse_time", "set_val", response1, "SURE_SET");
}

return;
}
}

 

There are different workshifts based on the Service Types

Eg:  1.service type= Priority 1 resolution , workshift = Regular 

        2.service type= Priority 1 Resolution-12x7WS , workshift =12X7-Critical

        3.service type= Priority 1 Resolution-9x6WS, workshift =9X6-Critical

 

Based on the service type  we need to get the workshift in the spelcode for calculation. Kindly help.

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