CA Service Management

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workshift_abs2work for different Service Types

  • 1.  workshift_abs2work for different Service Types

    Posted 09-12-2016 04:15 AM

    Currently to calculate the response time , we are using the following code :

     

    cr::zresponse_time(...)
    {

    int response1;
    string wrkshft_schedule;
    wrkshft_schedule = (string)expand("&{'Regular' = wrkshft.sym->sched}");

    if(status == "ACK")
    {

    //response1= (int)zack_time - (int)open_date;
    response1 = workshift_abs2work(wrkshft_schedule,(date)open_date,(date)zack_time);

    if(is_null(zresponse_time))
    {
    send_wait(0, this, "call_attr", "zresponse_time", "set_val", response1, "SURE_SET");
    }
    else
    {
    response1 = (int)zresponse_time + response1;
    send_wait(0, this, "call_attr", "zresponse_time", "set_val", response1, "SURE_SET");
    }

    return;
    }
    }

     

    There are different workshifts based on the Service Types

    Eg:  1.service type= Priority 1 resolution , workshift = Regular 

            2.service type= Priority 1 Resolution-12x7WS , workshift =12X7-Critical

            3.service type= Priority 1 Resolution-9x6WS, workshift =9X6-Critical

     

    Based on the service type  we need to get the workshift in the spelcode for calculation. Kindly help.



  • 2.  Re: workshift_abs2work for different Service Types

    Posted 09-19-2016 05:08 AM

    Hi Sanket,

     

    As mentioned in the above spell code, where you not able to use '12X7-Critical' inplace of Regular an so on?

    i.e.

    wrkshft_schedule = (string)expand("&{'12X7-Critical' = wrkshft.sym->sched}");

     

    What is your concern in regards to the above code?