workshifts service desk for analysy

[Legacy User]

Good morning, please, I need to know how to do that servicedesk so that I take the workshifts by the working hours of each analyst and not the general of the table

[Legacy User]

Hi John,

 

It is not clear what your query is, thus making it difficult for the community to provide some assistance. Could you please clarify your query and\or even change the title of the thread\post to something shorter so to make more sense?

 

Kind Regards,

Brian

[Legacy User]

thank you very much

[Legacy User]

GOOD AFTERNOON I FOLLOWED THE MANUAL BUT IT DOES NOT TAKE ME ANALYST'S TIME BUT THE TIME OF THE WHOLE TABLE

[Legacy User]

GOOD AFTERNOON I FOLLOWED THE MANUAL BUT IT DOES NOT TAKE ME ANALYST'S TIME BUT THE TIME OF THE WHOLE TABLE

[Legacy User]

Hi John,

 

I still don't have a clear picture of what you are trying to achieve here.

 

Can you please help to clarity your requirement? Unless this is cleared, it is going to take rather long to point you in the right direction.

 

Kind Regards,

Brian

[Legacy User]

Good morning, I have this work schedule that is is from 7:30 a.m. to 5:30 p.m., but the cases assigned to this analyst take the general work schedule which is from 7 am to 7 p.m

[Paul Coccimiglio]

The following documentation should be helpful Workshift Setup - CA Service Management - 14.1 - CA Technologies Documentation 

 

 

[Legacy User]

GOOD AFTERNOON I FOLLOWED THE MANUAL BUT IT DOES NOT TAKE ME ANALYST'S TIME BUT THE TIME OF THE WHOLE TABLE

[Kaori Kishi]

Hi John,

 

I am not quite sure what you are achieving. Did you mean that you created a Workshift for Analysts, but it does not work based on the Analtst's timezon but the SDM server timezone (system time)?

 

Kind regards,

Kaori

[Legacy User]

Good morning, I have this work schedule that is is from 7:30 a.m. to 5:30 p.m., but the cases assigned to this analyst take the general work schedule which is from 7 am to 7 p.m

[Kaori Kishi]

Hi John,

 

Did you specify a Time Zone for the Analyst? Is the time zone of the Analyst same as the server's system time? I cannot read field's labels on your screenshot... so I cannot check how did you set up the Workshift and Contact. Also how did you set up the Auto-Assignment? Please refer to How Auto Assignment Assigns Tickets.

 

Kind regards,

Kaori

[Legacy User]

Hi Kaori,

Did you specify a Time Zone for the Analyst?  As I can see that assignment

Is the time zone of the Analyst same as the server's system time?  as I can see that assignment

 

Also how did you set up the Auto-Assignment?  Not configured

 

Analyst

 

 

Workshift you are taking

[Kaori Kishi]

Hi John,

 

I created an Analyst with a Workshift and Timezone which is same as the SDM server. Auto assignmen is configured to use Group.

 

Thank you,

Kaori

[Legacy User]

HOW TO SETTLE Timezone

[Legacy User]

yes .