Hello Robert
I am currently working on service request.I am facing a problem in the date management there.In my service request i have 5 statuses .One of my status is "Pending with consumer".I am using duration settings of service request.By duration settings , i am calculating the duration for which its pending with consumer.I am having 2 response profile one is 24*7 and other is having 9 working hours.In the service request from the SLA configuration i am calculating the escalation date & Time .I need to add the pending with consumer duration with the escalation date and time.I am facing a problem , i am explaining whole problem ..
Let say if the pending with consumer duration is 1440 minutes(that is 24 hours) .I am adding the minutes to the escalation date through the date rule.
I am facing problem that if the service profile is 24*7 then there is no problem but if it is having the 9 hours working service profile then after adding the minutes to it the escalation date is changing to 4 days ahead which is wrong.
I need to add only those minutes for which it is pending with consumer in working hours for the 9 hours service profile
I need to dynamically determine the working hours from the duration then add it to escalation dates when the status is changed from pending with consumer.
Please suggest a badi will work or how to do it.Its urgent as i need to give demo.I will appreciate a quick reply.Please reply