Hi All, We have 1 Support Group that is located in the US and Romania. I was wondering... what is the logic in Remedy for setting up Business Holidays across international support groups. For example: The Remedy Support Group is in the US and in Romania, China, London. The business holidays are different in all 4 of these locations. Let's say 12/23 is a holiday in the US, and 12/23 is not a holiday in Romania. If a ticket needed to be routed to the support group on 12/23 --- who in the Remedy Support Group would be notified? Would just the support group in Romania only get notified, or both of the entire group (US and Romania)? What is the system logic? Will the ticket assignment be based upon "Availability", Time Zone and Support Group? How would the SLA be handled? Would the system allow the Service Desk to assign the ticket to an Assignee in the Remedy Support Group? Or would the system say "unavailable." So let's say the ticket was assigned to the US on this holiday - would this breach the SLA if the individual does not work the ticket?
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