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Routing rule based on priority and out of business hours

Created: 28 Aug 2012 | 2 comments

I am looking for a routing rule to route new submitted incidents that are submitted at off-hours and have a priority of high, urgent and emergency to a preferred group. ( SD 7.1 SP2)

The configuration of the priority in the sd.routingrules is not the problem.

 

Question: how to get the data for out of business hours?

This information can be defined within the business time span editor, but it seems that this data is not available in the workflows.

 

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Arun_Singh's picture

Have you had an opportunity to review the following KB article:

http://www.symantec.com/docs/HOWTO62302

 

IwistIT's picture

Thank you for posting this link.

But this is more about setting of business hours.

I am looking for getting out the variables that contains the data of all the business hours that are set with the Global Business Timespan Editor. There is a variable "Allow End Time To Fall Outside of Business Hours" but no "Date is Out of Business Hours"

Apparently are these variable not available.