Exclude Holidays/Business Hours

Content

Hi Gurus,

Whenever CCA team received ticket from Customer, based on the products and categories, the incident will route to corresponding Supervisor.Incident Status is Pending. Supervisor read the issue description and set the level. Once he saved the ticket, it will routed to Resolver team and incident status will change to InProgress. Once resolver resolved the ticket again it will routed to Supervisor and status changed to Resolved. Supervisor will call the customer and close the ticket and status changed to Closed.

Each level we are capturing the timestamp in custom fields. (Pending to InProgress & InProgress to Resolver).