CASE CHG-37363-19-301052:
Adjustments are made in the calculation of times that enter a state or condition where they do not count; Adjustments are made so that the estimated time date is recalculated according to the calendar and the period in which no progress was recorded.
Admin Console The checkbox is added Recalculate Estimated Date by Time Pause in the Service Desk / Times, this configuration will only apply to cases created after the configuration and you can mark as many times as necessary.
- For times by status, the paused time count is performed when the case is in a state that does not have the box checked for time counting and the conditions of the Specialist console are met.
- For condition times, the paused time count is performed when the case does not meet the conditions for the execution of the time count.
Specialist console
New message is added to the Time and Costs which will be displayed only when the time is marked in the Admin console and meets the following conditions:
- Estimated date calculated.
- Actual date unassigned.
- For times by status, the paused time count is performed when the case is in a state that does not have the box checked for time counting and the conditions of the Specialist console are met.
- For condition times, the paused time count is performed when the case does not meet the conditions for the execution of the time count.
If the case re-enters a state or condition where the time is counted and progressed or the actual date is assigned, the estimated date of the time will be recalculated according to the duration of the pause and the timing of the break.
If the case enters a final state and the end state does not assign the actual date of time, the paused time will have no effect on the estimated date of the case and the paused time will be set to 0.
⚐ Note: Paused time has no effect on the estimated end date in the case tasks and also when the time has the actual date assigned.