IV97201: Durations for room setup and breakdown aren’t correct


Regarding the setup and breakdown tasks for rooms, the Start and End times of these tasks are only influenced by relevant service assignment matrix (SAM) service level agreements (SLAs), and not by the Room Setup and Breakdown times of the space. If there are no SAM records, the duration of the task is taken as 0 (i.e. the Start and End times are the same).

The Start and End date-times on the reserve work task records that were created for the Setup and Breakdown times on the space were populating the values from SAM (not the reservation). The issue has been resolved to populate the date values from the space by adding a new list value “Use Reservation” to the “Task Assignment Dates Rule” list field on the service plan record, which is used for service plan records that are created for reserve functionality. This will allow the dates to be used from the reservation and not SAM.

Also, the list values “Available Mid-Reservation” and “Available for Entire Reservation” in the “Reserve Service Type” list field on the reserve work task template have been removed, since our current structure does not support these two values for the reservation use case.

Note for upgrade customers: These list values have been removed from the as-shipped application. These values will not be removed through an object migration (OM) package. So, you have to manually remove these values from your environment if they are not being used anywhere.

[Admin: This post is related to the 11.16.16 post about searching for rooms with setup and breakdown times. To see other related posts, use the Reservation tag.]

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IV96774: “Due Within” from SLA on SAM record ignores minutes value


When the “Due Within” from the service level agreement (SLA) on the service assignment matrix (SAM) record contains minutes as well as hours (for example, 4 hours 30 minutes), the minutes component (30 minutes) is getting truncated when this value is being applied to the related work task. In other words, only 4 hours is considered for the total working period, instead of 4 hours 30 minutes.

The platform was only considering whole number hours, not the decimal (0.5) portion. Moving forward, we resolved an issue where the calculation for working hours from the duration ignores the minutes and seconds parts.

[Admin: To see other related posts, use the SLA tag or Agreement tag.]

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How do you calculate SLA dates according to the working days?


Our customer want to calculate the SLA dates (response date, resolved date, etc.) according to the SLA agreement and also the calendar definition (working hours, holidays) of a triBuilding. For example:

  • The delay of the response time is 1 day.
  • The working days of triBuilding is Monday to Friday.
  • A request was created on Friday, so the response date should be next Monday, not that Saturday.

Are there any “library type” workflows that allow us to do this kind of calculation? Thanks in advance for your suggestion!

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