Good morning, please, I need to know how to do that servicedesk so that I take the workshifts by the working hours of each analyst and not the general of the table
It is not clear what your query is, thus making it difficult for the community to provide some assistance. Could you please clarify your query and\or even change the title of the thread\post to something shorter so to make more sense?
thank you very much
GOOD AFTERNOON I FOLLOWED THE MANUAL BUT IT DOES NOT TAKE ME ANALYST'S TIME BUT THE TIME OF THE WHOLE TABLE
I still don't have a clear picture of what you are trying to achieve here.
Can you please help to clarity your requirement? Unless this is cleared, it is going to take rather long to point you in the right direction.
Good morning, I have this work schedule that is is from 7:30 a.m. to 5:30 p.m., but the cases assigned to this analyst take the general work schedule which is from 7 am to 7 p.m
The following documentation should be helpful Workshift Setup - CA Service Management - 14.1 - CA Technologies Documentation
I am not quite sure what you are achieving. Did you mean that you created a Workshift for Analysts, but it does not work based on the Analtst's timezon but the SDM server timezone (system time)?
Did you specify a Time Zone for the Analyst? Is the time zone of the Analyst same as the server's system time? I cannot read field's labels on your screenshot... so I cannot check how did you set up the Workshift and Contact. Also how did you set up the Auto-Assignment? Please refer to How Auto Assignment Assigns Tickets.
Did you specify a Time Zone for the Analyst? As I can see that assignment
Is the time zone of the Analyst same as the server's system time? as I can see that assignment
Also how did you set up the Auto-Assignment? Not configured
Workshift you are taking
I created an Analyst with a Workshift and Timezone which is same as the SDM server. Auto assignmen is configured to use Group.
HOW TO SETTLE Timezone
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