CASE PM-150822-19-202654:

Previously, in the ASMS Specialist console and ASMS Customer console, the basic shifts configured for groups of specialists did not correctly display the specialists available in the Responsible combo during night hours in time zones with negative offset with respect to UTC. This occurred because the server operates internally in UTC-0, so when in the local time zone (e.g.: Colombia, UTC-5) it was 7:00 p.m., for the server it was 00:00 the next day. When this midnight UTC crossing occurred, the system evaluated the specialist’s availability against the new day in UTC, without recognizing the shift as active for the original day configured locally. As a result, the specialist disappeared from the Responsible combo despite being in his shift schedule according to the client’s local time, preventing the correct assignment of cases during that time slot.

An adjustment has been implemented in the evaluation of basic shifts so that the calculation of availability of specialists takes into account the time zone configured in the system when determining the local day and time that applies for each shift, preventing the midnight crossing in UTC from generating an incorrect evaluation of the active day and ensuring that the specialists in their configured shift appear available in the Responsible combo during the entire established time slot, regardless of the UTC offset.