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Showing results for tags 'working time calendar'.
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
@James Ainsworth We are in the process of setting up a number of new services for a customer based in Toronto, so are now looking at the Working Time Calendar which would be 'Atlantic Time' (GMT-4hrs) however this has then lead me to query how the Daylight Saving time are applied to the different Working Time Calendars, as each timezone has different criteria for when the DST is applicable. Can you explain how the DST changes are configured or if they are handled by Hornbill how we can view them? Cheers Martyn
Can the Suspend node such as 'Wait for Request Update' node be updated as include the application of the Working Time Calendar (WTC) to the 'Expire' period? Appreciate at the moment this will be just the default WTC, which may be different to the linked SLA WTC, but this would be a start and allow us to set the expire period taking into account working days at least. Cheers Martyn
As per of a investigation with Hornbill support (IN00158425) the Suspect - Await Expiry is applying some form of Working Time Calendar even though it does not have the WTC options the other hold/suspend processes do,. We when using the suspend node and the BPM resumes out of hours, the node will suspend not for the duration of the expiry there and then but hold until the WTC starts and then commences the timer to suspend. Cheers Martyn