System Admin and Configuration

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Topic

    Ken Sands
    Is it possible to configure Reopen Deadline to follow...Answered
    Topic posted April 23, 2019 by Ken SandsRed Ribbon: 250+ Points 
    79 Views, 3 Comments
    Title:
    Is it possible to configure Reopen Deadline to follow business hours, inTechmail and customer portal?
    Summary:
    Can MYQ_REOPEN_DEADLINE follow an interface's Service Interval schedule?
    Content:

    Is it possible to set Techmail and the customer portal to evaluate an interface's Service Interval schedule of days and hours, instead of the last 'x' amount of hours? 

    Techmail can reference the MYQ_REOPEN_DEADLINE Configuration Setting, and the portal page details.php can reference <rn:condition incident_reopen_deadline_hours="168">, but I don't see an area for considering business hours.  

    Version:
    We're using version 18D

    Best Comment

    Sebastiaan Draaisma

    If there is such requirement then I think you would need to replicate the MYQ_REOPEN_DEADLINE behavior through an escalation rule as escalation rules allow you to specify business hours. Uppon escalation you could trigger a CPM to create a new incident.

    Comment

     

    • Sebastiaan Draaisma

      Hi Ken.

      Specifying business hours is being done in the SLA settings (you can create multiple SLAs for different queues, products etc). It is within these SLAs that you specify your opening hours, holidays, response & resolution times. Through a business rule you then assign the SLA to your incident so that incidents receive the correct rel due date.

      The MYQ_REOPEN_DEADLINE is a setting that specifies how much time a customer has to reply to your incident before the system assumes that a reply is no longer relevant to the original question and creates a new incident. This as many people tend to hit the reply button on an old incident rather then creating a new incident. The MYQ_REOPEN_DEADLINE is not related to SLA and can not be specified to follow a specific SLA.

    • Sebastiaan Draaisma

      If there is such requirement then I think you would need to replicate the MYQ_REOPEN_DEADLINE behavior through an escalation rule as escalation rules allow you to specify business hours. Uppon escalation you could trigger a CPM to create a new incident.