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Description

A schedule can have a child schedule, and that child schedule's entries are included as part of the overall schedule. For example, the base system instance has a "Holidays" child schedule; however, the "grandchild" schedules (a child of a child schedule) are not taken into account.

Steps to Reproduce

 

  1. Ensure that a SLA is attached to an incident to ensure proper functionality of the demo instance:
    1. Create a new incident with impact of 1 and urgency of 3 (this results in a priority of 3). Click Save and check the task SLA at the bottom.
    2. Adjust the related list to display the field Planned end time.
    3. Note the planned end time for later comparison.
  2. Modify the SLA and add the schedule:
    1. Go to Schedules and create a new schedule (for example, NEW test schedule).
    2. Add a schedule entry with the following parameters: (not listed fields stay with their default value)
      Name: Workday 8-17
      Show as: Busy
      When: Use the given dates but change first time to 08:00:00 and the second one to 17:00:00.
      Repeats: "Every Weekday (Mon-Fri)"
    3. Click Submit.
    4. Go to SLA Definitions and open Priority 3 resolution (5 day).
    5. Adjust the field Schedule to use the just-created schedule (NEW test schedule) and update the record.
  3. Test the first adjustments:
    1. Create a new incident with a priority of 3 (see 1), save it. Check the related list task SLA at the bottom of the form.
    2. Compare the planned end time of this incident to the first one and note the difference.
    3. Note that this time it reflects the applied schedule of weekdays 8-17.
  4. Add a holiday to the schedule and check with a new incident:
    1. Go to Schedules. Open the NEW test schedule record and add another schedule entry.
      Parameters for this entry: (not listed fields stay with their default value)
      Name: holiday
      Type: Excluded
      Show as: Free
      When: Check the box for All day. Select a date which is 2-3 days in the future and is a weekday (Mon-Fri).
    2. Click Submit to save the new entry.
    3. Create a new incident with a priority of 3 (see step 1). Save it and check the planned end time of the active SLA within the related list Task SLA at the bottom of the form.
    4. Compare with the previous ticket, and note that it is reflecting the holiday as the date now one day in the future.
  5. Remove the holiday and recreate as the child schedule:
    1. Go to Schedules. Open NEW test schedule and delete the schedule entry holiday.
    2. Switch to the related list Child Schedules and click New.
    3. Name this NEW child schedule and save the record (not submit in order to stay on the form).
    4. Create a new entry within the related list Scheduled entries: (not listed fields stay with their default value)
      - Name: holiday
      - Type Excluded
      - Show as: Free
      - When: Check the box for All day. Select a date which is 2-3 days in the future and is a weekday (Mon-Fri).
    5. Click Submit to save the new entry.
    6. Create a new incident with a priority of 3 (see step 1). Save it and check the planned end time of the active SLA within the related list Task SLA at the bottom of the form.
    7. Compare with the previous ticket and note that it is also reflecting the holiday and the date is the same.
  6. Remove the holiday from child schedule and recreate in next recursion level:
    1. Go to Schedules. Open NEW child schedule and delete the schedule entry holiday.
    2. Switch to the related list Child Schedules and click New.
    3. Name it NEW childs' child schedule and save the record (not submit in order to stay on the form).
    4. Create a new entry within the related list Scheduled entries: (not listed fields stay with their default value)
      Name: holiday
      Type: Excluded
      Show as: Free
      When: Check the box for All day. Select a date which is 2-3 days in the future and is a weekday (Mon-Fri).
    5. Hit Submit to save the new entry.
    6. Create a new incident with a priority of 3 (see step  1). Save it and check the planned end time of the active SLA within the related list Task SLA at the bottom of the form.
    7. Compare with the previous ticket and note that it is now one day earlier than the previous two tests.
    8. Note that the holiday, even though it is configured properly, is not reflected by the SLA calculation.

Workaround

There is currently no workaround for this issue. As per Using Schedules in product documentation: 

"Note: Schedules only include schedule entries from a parent and its direct child schedules. Schedule entries from a child schedule of another child schedule are not included in a parent schedule. For example, if schedules B and C both have schedule A as their parent schedule, then the schedule entries for both schedules B and C are included in schedule A. However, if the parent schedule of schedule C is schedule B, the schedule entries for schedule C are excluded from schedule A."

This means, the system is behaving as expected. That is, duration is always calculated based on the parent and child and not to arbitrary levels.

 


Related Problem: PRB581690

Seen In

Berlin Hot Fix 4
Berlin Patch 4

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2016-10-26 06:20:02
Published:2015-11-03