A recent problem that cropped up with one of my customers got me thinking about the Track-It! calendar (a.k.a. "Operating Hours"). See, this customer had a problem whereby the Scheduled Work Orders were not being created at the scheduled time, if at all.
At one point, during diagnostics, one of the great guys at Support suggested something along the lines: "Have the customer delete all past holidays from the calendar, as that seems to take care of a number of odd behaviors with Scheduled Work Orders".
The customer did so, but that didn't help in this case. We eventually found a solution for the customer's problem, but that's a different story.
The immediate question my customer had at the time was: "Wait, I have a few work orders whose correct SLA times depend on one of the (already past) holiday dates defined in Operating Hours. What happens to those times if we delete de holiday from the calendar?"
I didn't know for sure, so they were unwilling to delete the date until the work orders had been closed.
So, the first question is: what does happen? If I have event policies with SLA's that depend on the Operating Hours schedule, and a few Work Orders are created where the due date is a day or two later than it would normally be due to a holiday registered in the calendar: will the due date change if they delete the holiday after the work order has been created? I'm inclined to think not. But then, if not, why would it make any difference whether the past holidays stay in the calendar or are deleted?
The second question is: how come that such a great, useful, and well though-out application as Track-It has such a limited calendar function? About 90% of my customers invariably ask things like: "Ok, but what about technicians on the second shift?" , "Ok, but what about my clients in different time zones?", "Are you seriously telling me that I have to enter every year's holidays manually? There's no way to schedule recurring holidays?", and "Ok, but how do I fet my Saturday schedule, which is only half day?". Please say "Yes, the calendar is definitely being improved, and it will be awesome!"