Support Article

SLA deadline time shows calendar days

SA-34187

Summary



User calculates SLAs using business days yet the deadline 'days to go' formatting calculates using calendar days.

There appears to be no way of automatically showing the number of days to go using business days.

This is particularly bad when for example the SLA deadline is Tuesday and today is Friday. The number of days to go should be 2 yet PRPC reports 4.

The problem is not with the calculation of the SLA. That is using business days and is perfectly OK. The problem is with the display of the deadline and goal dates when using the format “2 days, 5 hours”.

This reports the days to go based on the number of days per the calendar NOT the business calendar. Much like some of the other formatting options for datetime there needs to be an option to report days to go using a selected calendar.

As described in the screenshots supporting the SR the SLA deadline would, for example, be set to 03/03/2017.

That is 14 days from now and when using the “2 days, 5 hours” control that is what is reported.

However, the user wants to report business days to go, which is 12. This gets particularly problematic when, for example on a Friday the deadline may be reported as 4 days when actually it’s only 2 and when the user gets in on Monday they find they suddenly only have 1 day to complete the work instead of 3.



Error Messages

Not applicable

Steps to Reproduce

  1. In the SLA rule, if "Only calculate using business days" checkbox is checked for both Goal and Deadline, in Case details screen the Goal & Deadline is shown as the difference between current timestamp and the 'pySLAGoal'/'pySLADeadline'(accordingly). This behaviour is same for the SLA rules when the "Only calculate using business days" checkbox is not checked in the SLA rule.
  2. As per user's description probably user wants to display the Business day count if in the SLA rule, the "Only calculate using business days" checkbox is checked for Goal and/or Deadline.


Root Cause



The option "Only calculate using business days" present in the SLA rule honours the business Calendar in obtaining the pySLAGoal and pySLADeadline date time values.

By default the pxDateTime Control calculates the Date Time difference between the current date time and the property supplied to the control (Say pySLAGoal or pySLADeadline).
As of now, it does not consider the business days calendar to calculate the time difference.

User wants to display the same business day difference in Case Summary UI.

This requirement needs to enhance the pxDateTime Control such that it accepts one more param to calculate the date time difference to consider the business days or not.

This param can be used for the DateTime Format "2 days, 5 hours ago" and honour the business days.

Resolution



An enhancement request, FDBK-18486, has been created for consideration by Pega Product Management.

Published February 24, 2017 - Updated March 16, 2017

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