I have been thinking about this for a few days and I am still a little unsure of the scenario but I think I understand. Instead of having one 8am-8pm schedule and then just different people in different time zones, you actually have 3 completely different work schedules, one for each timezone. Is that correct? If so, then the normal daytime shifts must be 5am-5pm in Pacific, 6am to 6pm in Mountain and 8am to 8pm in Eastern. If all that is true, I think you will need to make 6 work schedules. Three daytime ones and three on call ones. Basically 2 for each timezone. Then swap them back and forth between on call and daytime each week. I am still going to think about this a bit more but it is a complicated setup because of the way the shifts work. If every time zone worked daytime 8am-8pm and on call 8pm-8am then you would have 2 work schedules and 3 time zones but the way the shifts work in this case, you have 6 schedules and 3 time zones.
We went to 2 work schedules for this action.
1. Normal business hours Eastern time 8am -8pm
2. On call schedule is 8pm-8 am Eastern time.
I was told by support to set my work schedules for each rule and make sure to set the time zone to Eastern to match. Then we are covered in the above scenario. I have been testing the rules and they seem to fire fine. Typically our users email there requests into the help desk so we are working towards less emails.
That's a great way to it since the on call hours are always the same no matter what the time zone.
So I have the work schedules working however, I would expect when a new email comes into the system the rule would fire on the active rule.
So I have 2 rules
1. Rule 1 create ticket with any subject value ( the rule is set to time zone EST, and set to Business hours)
2. Rule 2 create ticket with any subject value (the rule is set to time zone EST, and set to ON Call hours)
What I am seeing is both rules fire off. Rule 1 fires off right away. Rule 2 fires off at the start of the new Business hours for after hours. This logic does not seem right to me. If rule 1 read the logic of create the ticket first why would Rule 2 be active if the On call schedule is not even active right now.
Is there a better way of handling what I am trying to achieve
You probably need to add more criteria to your rules so they don’t both fire. What is the criteria specified right now for each one? OR you could have 1 rule that creates the tickets via email and a 2nd and/or 3rd rule that evaluates them and does the assignments.