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If Adhoc holiday is added in HR Help Desk, the milestone timeline for existing open SRs not updated

in Help Desk 1 comment

Summary:

If Adhoc holiday is added in HR Help Desk, the milestone timeline for existing open SRs are not getting updated. We added Adhoc_holiday for 4th July. After adding this, the milestones are not getting recalculated for the existing First Response and Resolution metrics milestone timelines. It is recalculating only for the next subsequent First Response and Resolution metrics milestone timelines.

In order to update the holiday calendars based on the new adhoc holidays, I am doing a POC by following the below suggested steps.

“Mainly, the idea is to create a custom field for HR HelpDesk Request object in App Composer, like 'PauseSLA' that will store two values Yes/No. Then we will have to create an object function groovy that will run daily and update this field, based on existing holidays from the calendar. Next, we should add this custom field to the milestone pause condition: like if 'PauseSLA' equal 'Yes'.”

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