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Hi All,

Is it possible in Alliance v12.5.1.16 (yes, old I know), to get the Open and ETA times to adjust based on Access Hours in the site record, or by some other method?

For example: Maybe a site doesn’t open until 10am. If a service order is created at 7am and there’s an SLA of an hour, then the Open time will be 7am and the ETA time will be 8am. But the site doesn’t open until 10am.
So what we’re wanting to achieve, is that if the job is created prior to that 9am open time (allowing for the 1 hour SLA), then it will make the ETA time 10am. (The time that the site opens).

We’ve actually tried adding “Access Hours” in the site/customer record, and we’ve tried the same in a new ‘warehouse’ and assigned that warehouse to the site/customer record, but it does not have any impact on the Open or ETA times when a Service Order is created.

Seems like something that should be do-able.
Any advice out there?

Cheers

Mark.

 

Hi Mark,

When you create Service Order/ Customer Support, you can adjust the Open date/time in the future.

This will impact the SLA, because the SLA calculation is based on the open date/time, not when it is created.

 

Regards,

Joshua

Hi Mark,

When you create Service Order/ Customer Support, you can adjust the Open date/time in the future.

This will impact the SLA, because the SLA calculation is based on the open date/time, not when it is created.

 

Regards,

Joshua

 

Hi Joshua,

Thanks for your response. Yeah, I know you can manually change the open time, but we’re after a way to have it automatically set the open date/time based on the “Access Hours” of the site selected.
Our issue is that the dispatch team that create the Service Orders don’t necessarily know in their head the access hours of every site, so were hoping there was a way for the ‘system’ to check the ‘access hours’ of the site and adjust the open time accordingly (without the dispatcher having to manually faff around checking the site record for the access hours).

 

cheers
mark.

You should be able to create Escalation Rule that checks open order and set the open time with a new value.

Otherwise you need a customisation.

 

Regards,

Joshua

You should be able to create Escalation Rule that checks open order and set the open time with a new value.

Otherwise you need a customisation.

 

Regards,

Joshua

 

Aha. Ok, thanks Joshua.

cheers

mark.

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