Problem with service profile (diff. time)

[Former Member]

Hi all!

Help me please with problem.

By SLA our working hours on Friday are from 09:00 to 16:45, from Monday to Thursday are from 09:00 to 18:00.  In service profile we have made settings:

 

It works fine, but last Friday was a holiday (calendar is active on 2015, settings are correct). In many incidents SLA was calculated without this holiday. I repeated this problem in SM0. If I change working hours for Friday to 09:00-18:00, SLA will work fine.

For example (the same settings in response profile – 12 hours for very high priority; different settings for working hours)

:

*2614 - Friday  09:00-16:45

*2613 - Friday  09:00-18:00

[Former Member]

Could you please maintain everything in minutes and test again afterwards?

[Former Member]

Hello!

Sorry that I have not answer for so many time.

I defined response pofile in minutes - the same result.

[Former Member]

Is your response Profile defined in hours or (working) days?

Its a known bug, that sometimes the calculation does not work correctly, if you defined your response profile in days and in addition to this you have 1 day within your week (in your case Friday) which does not have the opening hours like all the other days.

Please send me a screenshot of you response profile.

Regards,

Robert

[Former Member]

Hello!

We defined in minutes and hours.

Thank you for your help.

[Former Member]

Hi,

did you also maintain it here:

TX: SCAL --> Holiday calendar

Regards,

Robert

[Former Member]

Holiday iis assigned to calendar. Callendar is valid to 2015. Every year we increase this parametr.

[Former Member]

Hi,

its not ticked as relevant/selected.

Cheers,

Robert

[Former Member]

I think this checkbox for "Delete assignment", because when I checked it and save - get message "No changes were made"

[Former Member]

Hello,

could you please show us a screenshot of your holiday & factory calendar?

Regards,

Robert

[Former Member]

Yes, of course

Holiday

Holiday calendar

factory calendar

[Former Member]

Hello,

have you checked, if in the calendar your holiday (last week Friday) is correctly assigned?

Maybe its missing or not ticked as relevant.

Cheers,

Robert

[Former Member]

Hello!

I checked it first of all
Assigns holiday again - error. Adds this day as a special rule - the same problem.

[Former Member]

Hello,

Maybe your issue is related to SLA Determination Procedure or missing assignment of the service and response profiles.

Please check the following link:

Regards,

Daniel Iwashita

[Former Member]

Hi!

Thanks for the advice. In any case I checked - everything right. Moreover, all this time there were no problems. Errors only when the holiday falls on a Friday...