Has anyone experience how to configure a cut off time in a coverage shedule ?Our Customer has a Coverage Shedule defined from 08:00 until 20:00. Which means that for SLA-calcullation based on the Service Level, the clock starts ticking within that Coverage Shedule at the moment of registration. For logisitc reasons, we have agreed that for all tickets logged after 17:00, the clock for the SLA-calcullation.may start next day at 08:00. But we still need to be able to handle the order the same day between 17:00 and 20:00. We already have to add activities and materials to initiate an overnight shipping. We are actually testing v15.3

Question

cut off time in order registration

2 years ago
9 November 2021
2 replies
62 views

P

Userlevel 4

+9

PDesrumaux
Sidekick (Customer)
37 replies

Has anyone experience how to configure a cut off time in a coverage shedule ?

Our Customer has a Coverage Shedule defined from 08:00 until 20:00. Which means that for SLA-calcullation based on the Service Level, the clock starts ticking within that Coverage Shedule at the moment of registration.
For logisitc reasons, we have agreed that for all tickets logged after 17:00, the clock for the SLA-calcullation.may start next day at 08:00.
But we still need to be able to handle the order the same day between 17:00 and 20:00. We already have to add activities and materials to initiate an overnight shipping.

We are actually testing v15.3

2 replies

A

Userlevel 7

+10

Andrew D'Antonio
Hero (Employee)
70 replies
2 years ago
11 November 2021

I’m not sure if there is a way to specify a specific time when “Next Day Service” starts. Another customer requested something similar in an older version, and for them, we developed a custom solution through our services team. We have “Charge Window” functionality, but I believe that only affects pricing and not the actual coverage. Another alternative to a customization might be developing a process flow to push the ETA to the next day for orders within the cut-off timeframe. I’d be interested to hear other ideas, or if functionality like this does already exist.

C