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The new approval reminders are great, but they don't seem to care about days of the week. A user submitted a ticket mid-day Thursday, and yesterday (Sunday) I got a reminder that this approval had been pending for 3 days. In reality, it had only been about 1.5 business days. So when I came in today (Monday) I had this…
Use case - We have an automation rule which runs that sends a reminder notification back to the Agent after 3 days of no comment. Issue - if the last comment was on a Thursday, the automation should not count the weekend as those are excluded in our business hours. Today, while Business hours can be applied to Conditions…
I would like to create an application service availability report that displays the following information; I can't seem to find the report type, I've tried App Availability/Stats and even tried to create a report with Monday to Friday AND after 8am before 6pm with application selected. but it doesn't work. the nearest I…
Right now, business hours are set at the top level of the account. But in some cases, different departments (service providers) may have different business hours. This may affect things like SLAs, since they are often based on business hours.
HI, i would like to suggest to configure Break Times to business Hours.
I have internal customers based in 4 main regions around the world and have support teams that cross time zones and some that are solely based in one time zone. I have created another Business hours table for one of these groups that works in one time zone. Is there a way to link this to a resolve group within Solarwinds…
We created 2 Business hours but were unable to select in SLA. The business hour selection is not available in Service Level Management. We would like to have 2 business hours to calculate SLA. One in general working hours and the other would be non-working hours. During working hours SLA would be calculated based on…
* When using a time based condition to reassign tickets for different tiers their needs to be an option forbusiness days only? * For example after 2 days of inactivity you escalate to Tier 2 works great if its M-F but if you have a 3 day weekend every ticket would be escelated.Thanks,
There is currently no way to extend the business hours past midnight in the Service Desk. For example, if I have a business that is typically open from 8am-2am, the Service Desk does not allow this range. There should be a way to either extend business hours into the following day, or allow you to create additional days…
It would be very helpful if we could assign business hours to incident categories and/or assignees in SLA enforcement, rather than only to sites. For example, we have multiple departments with different business hours, while sharing the same building. Since you can only assign one schedule per site, this is a problem to…
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