Dear Listers, We are in the process of setting up Business Time/Holiday Time for our support queues (groups). The groups are spread out across multiple timezones in North America and in other parts of the world. I have inherited the Remedy applications which have not been documented well enough especially with how the current Business Time/Holiday Time has been setup. I am in the process of reviewing HD 6.x documentation, but wanted to post the question just in case someone had additional information - including "what not to do", "things to watch out for", etc.
I have a few questions that would help in formulating a plan to implement this. a.. Does the OOB application utilize this inherently and what areas is this used in? b.. Are others using this functionality in a similar scenario. If so, what should we consider before embarking on this effort? c.. There are scenarios where the support individuals that are part of a given group are also spread out geographically and how to handle this scenario - define the Biz Time on a per group basis or individual basis? d.. Anything else that I should know about that may not be apparent? We are running HD 6.x on AR System 6.3.x/Oracle 9.2.x running in a HP-UX environment Any input/comments/insights regarding this type of effort would be greatly helpful. Cheers TIA, -- Shyam _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
