Time & Planning Objects

The following object types are used to describe time planning aspects of ticketing.

Duration

Duration is an estimate of how quickly the Ticket should be solved. It can be set dependent on Priority or Impact.

For instance there might be a business rule, which states that Tickets with a particular high Impact/Urgency and particular Priority must be solved within 8 hours (or as close as possible to that). Also with a lower Priority must be addressed within 40 working hours (so that they don't get forgotten).

The dependency on Priority or Impact/Urgency is used to calculate an initial deadline for a Ticket. The time the Ticket is reported plus the estimated duration (derived from the Priority or Impact) is used to calculate the estimated deadline. The user can change this deadline – it is meant only as a time-saving estimate.

The following attributes are available:

• Duration (h)

  The estimated duration in hours.

• Response Duration (h)

  The maximum amount of time that is allowed to elapse before a response is issued for this ticket

• Comments

  A comment about the duration.

• Impact / Urgency

  The Impact / Urgency of a ticket. When a Ticket with this value for Impact is created, this Duration will automatically be assigned as a timesaving suggestion.

• Priority

  The Priority of a ticket. When a Ticket with this value for Priority is created, this Duration will automatically be assigned as a time-saving suggestion.

NOTE: In newer customizations, the Duration catalog is replaced by ticket service parameters.

Calendar

Calendar objects represent calendar definitions within which Working Days and Public Holidays are defined.

Day Type

Using Day Types, varying work hours scenarios can be defined. The term 'work shift' is sometimes used for this type of work hour definition.

For example, Day Type called 'Normal Shift' could consist of two Work Hour entries:

• Work Hour entry with 'Begin Time' = 08:00 and 'End Time' = 15:00
• Work Hour entry with 'Begin Time' = 13:00 and 'End Time' = 17:00

Each Work Hour entry is a separate object assigned to the Day Type via a referenced catalog. This means that Work Hours can be reused by multiple Day Types.

To define a day containing no work hours (vacation, public holiday, etc.), create a Day Type containing no Work Hours.

Public Holiday

Public Holiday catalog lists Public Holidays ("exceptions") for a given year. Through various Day Types, you can specify particular working hours for the holidays.

• Date

  The particular date of the holiday.

• Day Type

  Also can be understood as a "shift type". Using the DayTypes, various working hours can be defined. Denote the fact that on certain days longer or shorter hours are worked (e.g. longer evenings, half days, etc). You can also assign a "No Work" Day Type which doesn´t contain any work hours (= a day off).

• Calender

  The name of the selected calendar (which can be marked as default).

• Shorttext

  The shorttext field allows to give more detailed information.

Workingday

Workingdays catalog lists all defined working days. The main attribute here is the Day Type.

• Week Day

  The name of the week day.

• Valid From

  Its valid after the entered date

• Day Type

  Also can be understood as a "shift type". Different DayTypes denote the fact that on certain days longer or shorter hours are worked (e.g. longer evenings, half days, etc.).

• Workhours class

  The name of the selected calendar (which can be marked as default).

• Comments

  The comment fields allow you to enter more detailed information (if necessary).