Which Workshift is used by the Auto Close functionality?

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

When confuring auto-close in Service Desk Manager, you need to specify the number of End User Business Hours that will apply to the auto-close functionality.

Where is the number of End User Business Hours defined in Service Desk Manager (SDM)? 

Environment

Service Desk Manager 12.x, 14.1 and 17.x

All Supported Operating Systems

Resolution

The number of End User Business Hours for the Auto Close functionality is calculated based on a Workshift assigned to a Requester.

If the Affected End User and the Requester of a ticket are different, the Requester's Workshift will be used for the Auto Close calculations.

If the Requester does not have the Workshift, the default Workshift, "Regular", will be used.

If the Time Zone is set to the Requester, the calculation will be done based on the Time Zone.

If it is not specified, a server's system time where Service Desk Manager is running on will be used.

Additional Information

Automatic Closure of Tickets