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Hi Rose, You are correct, it should be the 5th but if you have multiple holidays with the same day and month that will cause the due date value to be skewed. Remove any old holidays that have already passed . Below is an article on this
Expected Completion Date and/or Due Date not set properly if a prior or future year's holiday exists in Operating Hours that matches today's date
Article ID: TIA0543
Thanks for your reply and the technote link. However I do not have a holiday defined in the past. The first holiday I add under Operating Hours is Feb 17 2014 so it is something in the present not the past. I only have 1 holiday defined in the future year which is Jan 1 2015. So I don't see how it can skew the due date calculation.
What am I missing here?
In addition, say my ticket was created on Jan 27 and then I stopped the clock on 28 and restart the clock on 29 again. When the clock restarts, how does it do the calculation? Does it reset the ticket creation date to Jan 29 and then add x number of days (depends on SLA), or it will take into the account the numbers of hour the clock been stopped (say 8 hours) and then extend the extended completion date by 8 hours.
Thanks so much for your help.
Do you have holidays entered in operating hours that have the same day and month (regardless of year)? That will cause the issue.
So, for example if you have 12/25/2013 and 12/25/2014 or 1/1/2014 and 1/1/2015 the issue could occur. The article isn't exactly what you are experiencing but I think you probably have duplicate holiday dates entered.
Here is a list of my holidays entered
Feb 14 2014
April 18 2014
May 19 2014
July 1 2014
Sept 1 2014
Oct 13 2014
Dec 25 2014
Dec 26 2014
Jan 1 2015
None of them falls on Jan 27 to Jan 29 when the clock is stopped and restarted.
Thanks for the list. I just setup a test system with this same scenario and when I restarted the clock the work order's due date was set to 2/5 as expected for me.
Here is my setup and test steps:
- Event Policy configured to set the due date to 5 days out (the recalculate option is enabled in the Event Policy)
- Operating Hours Mon - Fri 8am - 6pm
- Entered operating hours as indicated above
1. Created a new work order with my system set at 1/27. The due date was set to 2/3 as you had reported.
2. Paused the work order so that the clock stopped.
3. Changed the date to 1/29.
4. Open the work order and changed the status back to Open so that the clock was restarted.
Results: Due Date was set to 2/5 as expected.
Thanks for testing. Do you have any suggestions why our days are skewed? We did restart the Track-IT Service after we setup the holidays though as when we save the change it prompt for a restart.
I have an additional question though.
Say ticket was created on Jan 27 and then I stopped the clock on 28 and restart the clock on 29 again. When the clock restarts, how does it do the calculation? Does it reset the ticket creation date to Jan 29 and then add x number of days (depends on SLA), or it will take into the account the numbers of hour the clock been stopped (say 8 hours) and then extend the extended completion date by 8 hours.
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I did some more testing and here is what it looks like it is doing, at least in this simple example:
Created work order: 1/27 11:45 AM
Paused work order exactly 1 day later: 1/28 11:45 AM
Started work order exactly 1 day later: 1/29 11:45 AM
Due date was set to: 2/4 11:45 AM
In this particular example, it counted the first day that the work order was open and active from 1/27 to 1/28, and then when it was restarted it subtracted the 1 day from the 5 days, which set the Due Date to 4 days from 1/29 to come up with the Due Date of 2/4 (not sure if this is expected or not but that's how it is working.)
In my earlier example, the due date was set to 2/5 because I paused it shortly after opening it on 1/27, which means there was hardly any time between opening and pausing the work order for it to take into account. Then when I restarted it on 1/29 it simply counted the 5 days to end at 2/5 (this was expected).
In your situation, it appears that the number of hours between when you opened the work order and when you paused it (about 5 1/2 hours later) caused another day to be ADDED to the due date at the end, but I am not quite sure why. After realizing that you had waited about 5 1/2 hours after opening the work order before you paused it, I tried it again and saw exactly what you did with it setting the due date to 2/6.
Thanks Chris. I have another one today where the date recalculation is correct (or better put it - what I expected it to be).
Work Order created Jan 29 2:55pm. Expected Completion Date set to Feb 5 2:56pm
Pause the clock on Jan 30 9:36am and then restart the clock on Jan 30 1:17pm. Roughly a 4.5 hour time gap here.
After I restart the clock, the expected completion date is extended to Feb 6 8:37am which is what I expected. That is, it added a 4.5 hour extra to my due date.
So I am not sure why the first one is wierd.
Do you think it is something worth reporting to Support?
I found out how it is working exactly:
When you restart the clock on a work order, what happens is it takes the time that it was on hold and adds it to the original due date.
But here is the key thing to know and is probably the source of confusion: any hours value less than 24 is being translated into business days according to your operating hours (10 hours per day for example). It then adds the total days it was on hold + translated business days/hours + minutes to the original due date.
So in your case:
Original due date: 2/3/2014 12:37 PM
Stopped the clock: 1/27/2014 5:02 PM
Started the clock: 1/29/2014 12:21 PM (1 full 24 hour day + 19 hours + 19 minutes)
So it takes the 1 full day, and then translates the 19 hours part into 1 more business day (because your business days are 10 hours per day), plus 9 additional hours, and then adds 19 minutes.
All told what this means is that it adds 2 business days (which takes it to 2/5 12:37 PM), 9 business hours (takes it to 2/6 11:37 AM), and then 19 minutes to the original due date, which causes it to end up at 2/6/2014 11:56 AM.
If you do not want it to translate those additional hours less than 24 into business days, what you have to do is enable the "Override Operating Hours" option in Event Policy.
Thanks a lot...this helps to eliminate any second guessing.