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Showing results for tags 'apply wtc'.
Following discussion with Hornbill Support regarding issue with on hold duration and suspend await expiry nodes, it was confirmed that Service Manager BPM when using the 'Apply WTC' option to calculate on hold periods, does not use the actual 'Working Time Calendar' associated with the Service Level Agreement the request is assigned to. What it does do is use the Working Time Calendar specified in the Service Manager setting "guest.app.timer.defaultCalendar". As we operate services over multiple time zones with different operating hours, this means that this option is not usable in its current state. Can we request an enhancement for the 'Apply WTC' option to query the linked Service Level Agreement (SLA) on the request to obtain the linked Working Time Calendar (WTC) and use this in its calculation. If there is no linked SLA, then the WTC specified by the current default setting can be used as per the current behaviour. Cheers Martyn