Ticket Due Time Overrides

About

Use the Ticket Due Time Override feature to override the due time assigned by the One Call Center on the ticket.

Each One Call Center's ticket types can have different override settings, including minimum time due, time of day and required time zone.

When a ticket is received, the system determines the ticket type and the time it was received, then applies the hours and minutes from the Override settings for that ticket type to determine the new due time.

  1. On the top menu bar, click System Management ( ) > Administration > Ticket Management > Ticket Due Time Overrides
  2. On the Ticket Due Time Overrides page, in the left column, click Configure Ticket Type Due Time Settings

  3. On the Configure Ticket Type Due Time page, fill in the settings:

    In the One Call Center dropdown list, choose the One Call Center. Result: The page reloads with the ticket types used by the One Call Center

     

    Add the One Call Center's business hours in 24-hour format

     

    Each One Call Center defines its own ticket types.

    To override the due time for a ticket type, check the Override box and fill in the settings. The system calculates due times based on your override settings. Make sure the override due times / calculated due times fall within business hours.

    All times are in minutes and seconds: MMM:SS

    Processing Order Override Settings Description
    1 Number of Minutes Until Due (from Ticket Taken Time to Due Time)

    The system adds the Number of Minutes until Due to the Ticket Taken Time (creation time at the One Call Center from the ticket) to get the Calculated Due Time

    Business Hour Options: Choose the business hours the system uses to calculate the due time:

    • Open 24x7 (Including Holidays)
    • Open 24 Hours During the Weekdays (Excluding Holidays)
    • Use One Call Center Settings: These are the Business Hour settings under each One Call Center
    2 Use the Due Time on the Ticket if it is after the Calculated Due Time The system compares the due time on the ticket (Ticket Due Time) and the Override Due Time (Number of Minutes until Due, above) and uses the later of the two
    3 Minimum Number of Minutes before Due (from Ticket Received Time to Due Time)

    The system measures the length of time between Calculated Due Time (from rows 1-2, above) and the current time and compares it to the Minimum Minutes before Due:

    • If the time between them is less than Minimum Minutes before Due, then add Minimum Minutes before Due to current time to get new the Calculated Due Time
    • If the time between them is more than Minimum Minutes before Due, then use Calculated Due Time
    4 Use the Fixed Time on the Due Date (In the One Call Center time zone)

    Use the Fixed Time to force ticket due time to be at the exact time you set. The Fixed Time is set in 24-hour format

    The system compares the Calculated Due Time to the Fixed Time:

    • If the Calculated Due Time is before the Fixed Time, use the Fixed Time.
      • Check the final box to force the ticket to be due at the next business day's Fixed Time. Use this option to handle tickets that arrive after the Fixed Time

     

  4. Click Save