CA Service Management

  • 1.  Auto close Functionality

    Posted Jan 11, 2017 09:53 AM

    Hello,

     

    Few questions around auto close functionality

     

    1. Auto close will always consider the requester work shift to measure the auto close date and time,

    Is their other parameters that auto close functionality depends besides of requester workshift?

     

    2. The Auto close log activity contains the auto closure date and time,  which time zone the time stamp it is in auto close log activity. 

     

    Thank you,



  • 2.  Re: Auto close Functionality
    Best Answer

    Posted Jan 12, 2017 08:01 AM

    1. Auto Close generally runs based on Affected End User's Business Hours. So the whole concept now depends on how have you set Affected End User's profile. If you have defined a work-shift and timezone for end user, auto close will follow that pattern. If no value defined for end user's timezone and work-shift, it will try to follow end user's location timezone.

     

    2. In the log activity it will always follow server timezone.

     

    Thanks

    ArunavaS



  • 3.  Re: Auto close Functionality

    Posted Jan 12, 2017 09:35 AM

    so the auto close time stamp is in Server Time zone.



  • 4.  Re: Auto close Functionality

    Posted Jan 12, 2017 09:38 AM

    Thats Correct CodeGeek.



  • 5.  Re: Auto close Functionality

    Posted Jan 23, 2017 11:57 AM

    hello,

    if the end user doesn't have any workshift is attached to it, what i mean is blank workshift. 

    If one have configured as 80 hours to auto close, how this hours will be calculated. 

    straight 80 hours or how?

    Thank you, 



  • 6.  Re: Auto close Functionality

    Posted Apr 20, 2017 02:50 PM