Example: Automatic Determination of Tasks

A customer service department is available, for example, at the following times:

Service Profile

The response profile "Local office hours" contains the following codes and time intervals:

Response Profile "Local Office Hours"

The following tasks result:

If a customer submits a notification with priority 2 (medium) at 12.00 p.m. on Saturday, you must call back within 30 minutes for an explanation of the problem, since this is agreed for the response profile in the contract. Therefore, you must have called back by 12.30 p.m. on that Saturday.
If a technician has to be sent to the customer site, they must be there by Monday at 9 a.m. at the latest.
If the notification has priority 1 (high), you must call back within 15 minutes of receiving the notification and the service technician must be at the customer site an hour later.

Note Note

The times defined cannot exceed the daily limit. If you have to define times, which exceed the daily limit, define them, for example, as follows:

End of the note.