Minty
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- Jul 26, 2013
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Hi All,
I'm in the throws of looking at working out live response deadline times (SLA's) on field service calls logged on our database system.
I have already calculated a deadline based on the call type, and the response times and taking this forward wanted to try and include methods to "start" and "stop" the calls deadline clock from ticking.
As an example let say we have a call logged at 09:45 on a Monday. The conditions at the outset of the call are;
1. The call has an 8 hour response agreement.
2. The Service hours agreement for this call are response only between 09:00- 17:00 basis.
The initial deadline set would be for 09:45 on the Tuesday. (8 Hours within the working times already agreed.)
I can already calculate the correct initial deadline for the call.
The difficulty i'm having is working out how to add time to this deadline, based on the calls status changing, e.g. we may be waiting for a response from the customer before we can proceed.
If we put the call to a waiting response how do I "stop the clock" and then ensure it starts again once the status changes.
The calls status is a separate table that is added to with the CallHeaderID and StatusID with a time-date stamp.
My initial thought is to add a field to my call status list that flags if the call timer should be paused, restarted or left alone, my blind spot is how do I adjust the deadline time.
If its paused how do I extend it? At the moment the only thing I can think of is a back ground process that every 5 minutes or so looks at all the paused deadlines and adds 5 minutes to them. It would also be a little challenging to program as we have different response times for different calls (e.g. some are 9-5, some are 8:00-8:00, some are 24/7)
This seems a quite high overhead if I'm missing a trick somewhere.
Has anyone any experience of this type of scenario?
I'm in the throws of looking at working out live response deadline times (SLA's) on field service calls logged on our database system.
I have already calculated a deadline based on the call type, and the response times and taking this forward wanted to try and include methods to "start" and "stop" the calls deadline clock from ticking.
As an example let say we have a call logged at 09:45 on a Monday. The conditions at the outset of the call are;
1. The call has an 8 hour response agreement.
2. The Service hours agreement for this call are response only between 09:00- 17:00 basis.
The initial deadline set would be for 09:45 on the Tuesday. (8 Hours within the working times already agreed.)
I can already calculate the correct initial deadline for the call.
The difficulty i'm having is working out how to add time to this deadline, based on the calls status changing, e.g. we may be waiting for a response from the customer before we can proceed.
If we put the call to a waiting response how do I "stop the clock" and then ensure it starts again once the status changes.
The calls status is a separate table that is added to with the CallHeaderID and StatusID with a time-date stamp.
My initial thought is to add a field to my call status list that flags if the call timer should be paused, restarted or left alone, my blind spot is how do I adjust the deadline time.
If its paused how do I extend it? At the moment the only thing I can think of is a back ground process that every 5 minutes or so looks at all the paused deadlines and adds 5 minutes to them. It would also be a little challenging to program as we have different response times for different calls (e.g. some are 9-5, some are 8:00-8:00, some are 24/7)
This seems a quite high overhead if I'm missing a trick somewhere.
Has anyone any experience of this type of scenario?