Update Routing Based on Time

[MacLean Ferguson]

We're looking to add decisions or update routing based on the time of day a ticket hits notification nodes. Specifically we want to know whether we're assigning a ticket round robin or leaving it unassigned and sending a message to our on-call phone. If we could have it check our Working Time Calendar that would be the most ideal so it would route to on-call for Holidays as well. Any direction/ suggestions are appreciated!

[Martyn Houghton]

+1 for us for Time and Day and/or ability to check a specified WTC

[HHH]

Excellent idea @MacLean Ferguson +1 from us too

[Gerry]

Extending the ExpressLogic processor to include some time-related functions would be relatively trivial to implement and would benefit all areas of the platform/application where we are using ExpressLogic.   Adding something to consider a WTC on the other hand would also be possible, but would be much more difficult to do and would have to be done specifically for the inbound mail routing rules. 

Is an  extension of ExpressLogic sufficient?

[Martyn Houghton]

@Gerry @HHH @MacLean Ferguson

Updating the express logic would work for us, just needs to include details on what timezone etc is applied when using the logic.

Perhaps a work package for routing rules can be put together as there are quite a few long-running enhancement requests in this area as well, such as visibility override. 

Cheers

Martyn

 

[James Ainsworth]

Hi @MacLean Ferguson

I just wanted to circle back to your original post to confirm something.  Are you looking for some automation to put into a workflow after the request has been raised when it reaches a particular point in the workflow?  If that's the case, most of this can be achieved using the Utilities under Cloud Automation.  These automations don't specifically reference the WTC, but you can check for days of the week and the time of the day.

[MacLean Ferguson]

@James Ainsworth That sounds like that would work. We'd need to be able to call the results so we can route a decision based on the result. As long as that is possible it should work great. I'll start playing around there to see if I can get it to work.

[James Ainsworth]

Just a heads up about the Utilities Cloud Automation.  The Cloud Automations are designed for integrations with other cloud solutions.  These utilities don't fall under this category and we are looking to move these under the standard Hornbill Automations. This move will not break any existing configuration, but you may have to look under Hornbill Automations for the utilities in the future.

Here is another useful utility for calculating dates that is already under the Hornbill Automations.  This takes a number of minutes/hours/days/months/years and calculates a future start time based the selected WTC.