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Environment:
Configuration settings
Resolution:
The RECALC_INCIDENT_DUE configuration setting resets the 'incidents.rel_due' time, taking into account the Response Requirements that have been set, when an incident is updated by an end-user via the "Ask a Question" page or an email.
Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key.
Following are a couple examples to help illustrate what occurs when this setting is enabled (set to 1). Please keep in mind that an agent response along with a customer update are both required in order to trigger the rel_due to be updated.
IMPORTANT: This configuration relies on the status of the incident to be changed to 8 - Updated. If there is a business rule that changes the status of the incident in the same transaction when the incident is updated, then the rel_due field will not be reset.
EXAMPLE 1:Response Requirements configured as such:
Service Intervals: Monday - Sunday, 10:00:00 to 18:00:00 (10am to 6pm)Response Time = 480 minutes (8 hours)Resolution Time = 1440 minutes (24 hours)
End-user submits an incident from the end-user pages on Thursday, 04/19/18 at 10:30:00 AM. Using the above response requirements, the 'incidents.rel_due' time = 04/20/18 at 10:30:00 (10:30 AM + 8 business hours). Later on in the same day, the agent updates the incident and sends a response to the end-user. Then, on 04/20/18 at 19:00:00 the end-user updates the incident. Notice that is outside their business hours. The incident status changes to Updated and the 'incidents.rel_due' time is changed to 04/21/18 at 18:00:00 (start at 10:00AM and add 8 hours).
EXAMPLE 2:Response Requirements configured as such:
Service Intervals: Monday - Friday, 08:00:00 to 18:00:00 (8am to 6pm)Response Time = 480 minutesResolution Time = 1440 minutes
End-user submits an incident from the end-user pages on Thursday, 04/19/18 at 10:30:00 AM. Using the above response requirements, the 'incidents.rel_due' time = 04/20/18 at 08:30:00. Later on in the same day, the agent updates the incident and sends a response to the end-user. Then, on 04/20/18 (a Friday) at 07:00:00 the end-user updates the incident. The incident status changes to Updated and the 'incidents.rel_due' time is 04/20/18 at 16:00:00 (start when business hours for that day start and add 8 hours to it, 08:00 + 8 hours -> 16:00).
NOTE: In either of the abovementioned examples, if the RECALC_INCIDENT_DUE configuration setting is disabled (set to 0), the 'incidents.rel_due' time will remain set to 04/20/18 at 10:30:00 when a customer updates the incident.
If testing on your site, you must use email or customer portal for the Customer Entry, as a manual Customer Entry via the incident in the console does not trigger the RECALC_INCIDENT_DUE functionality and will not work.