andsesko commented 8 years ago

Esko SC Script issue

Affected script

Name: ServiceCloud List View Highlighter

Version: 16

OS

Name: Mac OS X

Version: 10.9.5

Language: English

Browser

Name: FireFox

version: 44.0.2

language (if different from OS): English

Short summary if your issue: List View Hghlighter does not take into account working hours?

Steps to reproduce the issue: Looking at a couple of issues that were created @ 6:24-6:47 AM, are at 8:33 AM listed grey as having passed the 1h limit, which is in se correct, but I think RT time is only calculated within office hours (8:00-18:00)? Opening the case does indeed still show xx minutes left. Don't know if that's an easy one to fix (keeping into account local time zones)?

Thanks! Andy

Other details:

Screenshot: listviewhighlighter_workinghours

@tuxfre

tuxfre commented 8 years ago

Hi @andsesko

By design it only account the time spent, not the office hours. That's a known limitation, it will affect a small part of the logs.

The idea here is to help with the biggest part of the 'bunch' of logs.

Implementing office hours is far from being easy and will only change the situation for a limited set of cases.

If, this is really a showstopper amongst users, then we can discuss that with GN and I can try implementing something.

Kr,

Benjamin