bug Teams missing from Request insights

[Andrei Spiridon]

I found a request where looking at the timeline, I can clearly see that it spent time with 3 separate Teams

In Request insights the Assignment charts only show 1 Team

What's interesting is that if I click on the 3 lines option in the corner, the 3 team assignments are present there. But not in the chart

[Steve Giller]

My first thought is that these are all assignments outside of normal working hours - is this Request running against a 9-5 (or similar) SLA or a 24/7?

If the former there was no time (working time) spent with the teams shown in the list.

[Andrei Spiridon]

@Steve Giller but we don't have any SLAs implemented yet.

[Steve Giller]

I've checked in with the SM Team, the Insights are always measured against the calendar specified in the guest.app.timer.defaultCalendar setting - which is ServiceDeskDefaultCalendar by default.

[Gareth Cantrell]

@Steve Giller considering we have teams in different time zones, how can we ensure that these are measured against the correct calendar WITHOUT involving SLAs?

Or, is this a case that insights will only ever be useful for the UK team until we define SLAs?

[Steve Giller]

If the calendar specified in guest.app.timer.defaultCalendar is a 24/7 calendar then the times will not be affected by time zones.

Having double-checked with Service Manager, currently all Insights are measured against a single calendar and are not adjusted by the SLA and its associated WTC.

[Gareth Cantrell]

@Steve Giller one last question - if we update the guest.app.timer.defaultCalendar setting, are there any gotchas we should be aware of? (i.e. what else does this setting affect?)

[Steve Giller]

Hi @Gareth Cantrell, @Andrei Spiridon

I wanted to check before answering, and the areas that use this setting are:
requestStageExpiry calculations
requestAutomaticClosure timings
updatingFirstTimeFix (where SLA is not in use)
PlacingRequestOnHold (where SLA is not use)

I think the main area that might catch you out would be if you move from a Working-Day calendar to a 24/7 calendar you might have some "Wait for x days" functionality (e.g. a 2-stage closure or "Place on Hold for x days) that is currently waiting for (x*8 hours) and would need to be (x*24 hours) on the new setting. If you're not using SLAs then the others are unlikely to cause a problem.