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We realized when we resolve a case, it is deducting 24 hours if the entitlement allocation type is set to "Numbers of hours"
our agents working hours is only 8 hours / day. Upon case resolution billable time 1 day, it should deduct 8 hours not 24 hours.
Any suggestion?
Hi ElieAJ,
The term details for the entitlement are specified in the entitlement terms section. The Allocation Type determines whether the entitlement is for number of hours or number of cases. Your Allocation Type is for number of hours, and you have selected to decrease the remaining term based on case resolution. This will mean that resolving a case with the associated entitlement decreases the entitlement terms, and reactivating a resolved case with the associated entitlement increases the entitlement terms. The Remaining Terms show the total number of hours or cases remaining for the customer’s entitlement. The value will decrease by the value of Billable Time every time a case is created resolved against the entitlement. Since your Billable Time is set to 1 day and this is equivalent to 24 hours, the Remaining Terms will reduce by an amount that exceeds your expectations of an 8 hour reduction.
To resolve this issue, change your Billable Time from 1 day (24 hours) to 8 hours. After performing this action your Remaining Terms will now decrease by the desired amount.
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