Standard Checks and Calculations

The system performs some standard checks and calculations automatically after is has evaluated the condition sets. It performs the checks and calculations in the following situations:

The status of the processing time is changed from initial or BLANK to running
The status of the processing time is changed and the old status was not equal initial, BLANK, stopped or cancelled.
The status of the processing time is not changed and the status is running

Note Note

The checks are not performed when the system sets the processing time status (Actions SET_STATUS_*)

End of the note.

Consider the standard checks and calculations while implementing your customer-specific time calculation rules.

Features

The following checks and calculations are hard-coded and called in the standard classes of the actions:

Actions on Processing Times: Standard Checks and Calculations
SET_ACTUAL_DURATION	The system calculates the actual duration in case the status of a processing time has changed to status running or has changed from status running to status paused, canceled, or stopped. The system clears the actual duration in case the status is running. This means, this value is not available for a processing time with status running. In all other cases the system calculates the duration as follows: (actual end – actual start) – pause duration The system displays the result in working time units on the UI. Note The system sets the actual duration not only when a processing time is canceled or stopped, but also in case a processing time is set to paused (for example, an incident has the status category action requested).
SET_ACTUAL_DURATION_REAL_TIME	The system always calculates the real time actual duration. This means that this value is always available for calculations. The system uses this duration to calculate dates and durations. To calculate the real time actual duration, the system uses the following formula: (Current timestamp – actual start) – pause duration Note The real time actual duration is also available in the UI configuration. It is helpful for testing the configuration of the processing times. We recommend hiding this field in the production system.
SET_ACTUAL_END	The system calculates the actual end date in case the status of a processing time has changed to status running or has changed from status running to status paused, canceled, or stopped. The system clears the actual end date in case the status is running. In all other cases the system sets the current timestamp without considering the availability times. Note The system sets the actual end not only in case a processing time is canceled or stopped. It sets the actual end also in case a processing time is set to paused (for example, an incident has the status category action requested).
SET_ACTUAL_START	The system sets the current timestamp without considering the availability times. It does not perform this action in case the actual start is already set. Note The system sets the actual start when the status of a service request is changed from initial or draft to any other status.
SET_ACTUAL_THRESHOLD	The system always performs this action. It calculates the percentage value by dividing the real time actual duration by the planned duration.
SET_PAUSED_DURATION	The system performs this action when the status of the processing time changes from paused to any other status. By calculating the duration, the system summarize all pause durations. The system displays the result in working time units on the UI.
SET_PLANNED_DURATION	The system calculates the planned duration in the following cases: The planned duration is to be updated The planned end date is greater than now The planned end date is initial To define the planned duration, the system uses the following formula: Actual duration + planned duration * (1 – (actual duration / old planned duration)) The system displays the result in working time units on the UI.
SET_PLANNED_ENDDATE	The system sets the planned end date as follows: The system clears the planned end date in case the status is paused and the planned end is not reached yet. The system does no longer change the planned end date when the date is reached or exceeded. In all other cases the system calculates the planned end with the following formula: Planned start + planned duration + pause duration. By calculating the planned end, the system uses only timeframes within the availability times.
SET_PLANNED_RESPONSE_DURATION	The system always sets this value. It uses the planned response duration defined in the Customizing of the processing time response profile and displays it in working time units on the UI.
SET_PLANNED_START	The system does not perform this action when the planned start is already set. It sets the planned start to the nearest timestamp within the availability time.
Setting the following status: SET_STATUS_INIT SET_STATUS_PAUSE SET_STATUS_STOP SET_STATUS_RUN	The system performs this action in case the status of the processing time is initial, running, or paused. It does not perform these actions in case the status is stopped or canceled.
Setting the status SET_STATUS_CANCEL	The system performs this action in case the status of the processing time is initial, running, paused or stopped. It does not perform these actions in case the status is canceled.
SET_THRESHOLD_DATE	The system sets the threshold date in case the date is initial and the threshold is reached or exceeded. It sets the date for each threshold that is reached and displays it in the details of the processing time on the UI. The system sets the current timestamp without considering the availability times