The following information is used to determine reaction times and solution times:
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Service agreements from the employee’s cost center
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Service agreements through the employee’s department
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Service agreements through the employee’s business roles
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Service agreements for the product
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Default settings from configuration parameters
The Helpdesk | ReactionTime configuration parameter contains the default time in minutes in which a reaction should take place. The default value is 10 minutes.
The Helpdesk | SolutionTime configuration parameter contains the default time in hours in which the issue must be solved. The default value is 48 hours.
In the Designer, you can modify the configuration parameter as required.
Minimum reaction and solution times are determined from all these agreements. Subsequently all the data that has been determined is rounded up to the next working day. The working day is determined by taking the employee’s public holidays into account. Public holiday are entered by state (county) in the One Identity Manager. You can add separate public holidays for states. For more information, see the One Identity Manager Configuration Guide.
Take into the account the following variations in order of priority to find out to which state the employee is assigned.
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Priority 1: The employee is assigned directly to a state.
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Priority 2: The employee’s location is assigned to a state.
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Priority 3: The employee’s business role is assigned to a state. If there are several business roles with different states they are sorted alphabetically and the first state is taken.
Employees that come into consideration:
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The employee that logged the call
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Help desk support that logged the call
Because different states could be determined for these employees, processing is controlled by the Helpdesk | HoliDayRule configuration parameter. In the Designer, you can modify the configuration parameter as required.
| Value | Meaning |
|---|---|
|
0 |
With this option, working hours are 24 hours from Monday to Friday. Saturday and Sunday are counted strictly as weekend. Public holidays are not taken into account. |
|
1 |
With this option, the caller's location determines working hours, weekends, and public holidays. |
|
2 |
With this option, the help desk staffer's location determines working hours, weekends, and public holidays. |
|
3 |
With this option, the caller's and the help desk staffer's local working hours, weekends, and public holidays are calculated respectively and the maximum taken from both. |
|
4 |
With this option, the caller's and the help desk staffer's local working hours, weekends, and public holidays are calculated respectively and the minimum taken from both. |
When the working hours are calculated, the following configuration parameters are also observed:
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To exclude public holidays from the working hours calculation, in the Designer set the QBM | WorkingHours | IgnoreHoliday configuration parameter.
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To exclude weekends from the working hours calculation, in the Designer, set the QBM | WorkingHours | IgnoreWeekend configuration parameter.
button to the call processing time dialog.