Operational Hours and Ticket Creation?

Is there a way to determine if a ticket is created during "Operational Hours". The use case we are trying to solve is:

  1. The Technology Support Desk SLAs do not use operational hours
  2. The Technology Support Desk is closed from 12 Midnight to 4 AM
  3. We would like remove the Respond by SLA, or assign a different SLA for these tickets without manual intervention.

Nothing jumps out at me, do you have any thoughts?

Thanks, Tevis

Asked by Tevis Boulware on Fri 7/24/20 2:52 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark SayersFri 7/24/20 3:15 PM

Hello Tevis,
Currently there is no reporting around the "time of day" that a ticket was created. You can generally filter on the created date/time of tickets, but only in the relation to the creation date/time.

No reporting exists today that allows for reporting based on certain hours of the day. This would be an enhancement idea that should be submitted here: https://solutions.teamdynamix.com/TDClient/1965/Portal/Requests/ServiceDet?ID=2148

Mark Sayers
TDX Application Support

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