Operational Hours and Differential Hours while adding a worklog
Under Self-Service portal settings, when you have the option "Show in work log differential hours based on SLA configuration" set to "Yes", the application will look for the SLA configuration and show the operational hours accordingly while adding a worklog.
If you have the options unchecked, you can only see "Operational Hours" while adding a worklog.
If you enable the options under SLA, the same will display the differential hours while adding a worklog.
When the option is set to "No", irrespective of the SLA added to the request, the worklog will show the differential hours as below:
Now, related to the Contract Billing, while adding the service plan, we do have an option to include the differential cost.
This will allow you to add charges and the same will be added while
generating a bill.
When there is No contract associated with a request:
When there is no
contract associated with the request, to include “Non-Operational
hours”, you need to enable the option “Include non-operational
The SSP relevant option for the same is “Include non-operational
hours to time spent, while adding a new worklog”.
If the option is set
to “Yes”, then the non-operational hours check will be
automatically enabled while adding a worklog.
If it is set to
“No”, we need to manually enable the check box to include
Non-Operational hours to your worklog.
Send notification to requesters when a request is created outside operational hours.
We can achieve this using a python script attached to the article 1. Under Admin>Business Rules>>> Set the below configurations Script name : py send_mail.py $COMPLETE_V3_JSON_FILE The above business rule will execute where ever there is a request ...
Change icons for the buttons in SSP
To change the default icons for the buttons available under SSP, To change the Triangle icon for I am facing an issue, and similarly for the other two options, login to the application as an administrator, goto Admin- Self service portal settings, ...
Tickets created outisde operational hours
MSSQL: SELECT "wo"."WORKORDERID" AS "Request ID", "mdd"."MODENAME" AS "Request Mode", "aau"."FIRST_NAME" AS "Requester", "dpt"."DEPTNAME" AS "Department", "cd"."CATEGORYNAME" AS "Category", "scd"."NAME" AS "Subcategory", "icd"."NAME" AS "Item", ...
Allowance, used and remaining Hours
PGSQL & MSSQL: select ad.org_name "Account",sp.serviceplanname "Service Plan",longtodate(ac.startdate) "Contract Start Date", longtodate(ac.expirydate) "Contract Expiry Date", sp.fixedmonthlyunits "Total Allowance (Hours)", ...
Instruction to Change Worklog owner under All Request, worklog owner From Tech A to Tech B
Scenario Worklogs assigned to Duplicate user / Incorrect user need to change all worklogs under request to actual Technician. Step 1 : Navigate to Report - > New Query Report and execute the below query. Select workorder.workorderid ...