We are using SLAs on our Cases and the known holidays are added to our holiday schedule at the beginning of the year. They are automatically applied to the SLAs, the warning and failure times take these closures into account and calculate correctly. However, we have offices around the world and in some instances they will be closed for a day that is not part of our normal holiday closures published at the beginning of the year. Of course I do not find out about these closures until the beginning of the following month when Managers are looking at SLA performance for the previous month and see a higher than normal noncompliance for their office.
If I add the holiday to the schedule, is there a way to rerun or force the recalculation of the SLAs on Cases created the day before and the day of the 'new' holiday added to the schedule?
Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.
81
Share
Report
All responses (
Answers (
