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Unable to Configure Holiday in Work shift to override SLA.

Question asked by Intellect_Design on Oct 5, 2017
Latest reply on Oct 19, 2017 by Jon_Israel

Dear All,

We are using CA SDM 12.5, We need to configure the Holiday list to override the SLA. I have added the date in Regular Workshift and also I have installed SLA_Workshift_Override. Also I have configured Timezone and Workshift in both Service Type and Events. After restarting the services the SLA got breached on Holiday. My Work shift configurations are given below:

 

Regular Workshift Detail - Service Desk 

Mon - Fri { 8:30 am - 6:00 pm }
05/01/2017
08/15/2017
10/02/2017
10/18/2017
12/25/2017

The SLA supposed to skip on October 2nd but on that day the SLA started from12 AM to 11:50 PM. Kindly help us to solve this issue as coming 18th is again a Holiday in our location.

 

Note: all the date which is added in Workshift is working as 24 hours SLA. I have checked through this command bop_cmd -f test.frg "check_workshift('09/29/2017 17:00:00', '10/02/2017 09:00:00','Regular')" 

 

C:\Documents and Settings\dtmid.admin\Desktop>bop_cmd -f test.frg "check_workshift('10/17/2017 16:00:00', '10/19/2017 10:30:00','Test')"

 

Workshift
---------
'Mon - Fri { 8:30 am - 6:00 pm }
05/01/2017
08/15/2017
10/02/2017
10/18/2017
12/25/2017
'

Start : '10/17/2017 16:00:00
'End : '10/19/2017 10:30:00
'Duration in seconds: '100800
'Duration in minutes: '1680'
Duration in hours: '28.000000'

 

The Duration in hours should show : ' 04.000000'

 

Thanks in advance.

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