Consider Business hours in a Service/Ticket Workflow
Aug 12, 2020 7:38 AM
Hello dear Community!
I was wondering if anybody did by chance find out to operate workflows that consider the business hours of a company somehow?
I know that there is no such property or option by default.
However, there is the option to set times in which the workflow is active. I have also found a workaround in the forum where someone recommends creating one workflow which is active during business hours and one that is active outside of business hours.
The problem being that in our case, this is about Tickets being raised by our customers. We guarantee a certain response time based on 4 different SLA levels. Therefore, outside of the ticket creation workflow itself, we also have one to remind the responsible employee as well as to escalate it if the mentioned time is almost reached.
This workflow is basically that the "Wait until function" is in the first step set to trigger after half that time has passed. Then it checks if the Ticket is still in the stage "New" of the Pipeline. If this is the case it sends a reminder to the responsible employee. The workflow then goes on until half an hour before the time is completely passed and checks again if the Ticket is still in the "New" Ticket stage. If that is the case it sends an escalation mail to the management team.
The problem is that with our Bronze Level the time within we guarantee a response is 16 Hours. So if I set the time the Workflow is active between let's say 9:00 until 17:00, that would be messed up due to the overall delay being more than these hours between the workflow should be active, correct?
Hope that my whole explanation is understandable! 🙂
Thank you so much in advance!
Have a nice day and best regards,