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The dates of a ticket should be calculated based on the time zone and work schedule of the priority selected. However, if you check the box about respecting the technicians schedule, the priority will be adjusted based on the assigned technicians time zone and work schedule.
For example, if the work schedule in a Priority is 8 AM to 5 PM and a ticket with Priority 1 (resolution time: 2 hours) is submitted at 4 PM, the due date for the ticket should be calculated as 9 AM on the next working day. If the checkbox to adjust based on the technicians schedule is checked inside the Priority and the technicians schedule is 8AM to 4PM, that same ticket would have a due date of 10AM the next day.
Ah I see - thanks!
So, let's say that a Timezone and Work Schedule are configured for a Priority, and the box to Adjust Based on Technician's Schedule is also checked, BUT the Technician has no Work Schedule and/or Timezone set in his Technician Account, will the Due Dates be set by the Priority's Timezone and Work Schedule?
That is how that scenario should work.