About Follow The Sun Routing - Symantec SERVICEDESK 7.0 MR2 - IMPLEMENTATION GUIDE V1.0 Implementation Manual

About Follow the Sun routing

Levels for setting business hours and holidays
Table 9-6
Level Description
Global The global business hours become the default settings for every
new workflow and monitoring project that is created in Workflow
Designer. The global business hours are set with the Business
TimeSpan Editor, which is installed as a Workflow Designer tool.
You can define the beginning and ending business hours, holidays,
and weekend days.
For more information about the Business TimeSpan Editor, see the
Workflow Solution User Guide.
Project The initial business hour settings at the project level are obtained
from the global settings. You can use Workflow Designer to change
the business hours for specific projects.
You might use project-level business hours if a specific department
operates through the weekend while the most other departments
operate during the business week. For example, the retail industry
might require project-level business hours.
Component, within On their own, the business hour settings do not affect the way a
workflow projects workflow project is executed. But they can be incorporated at the
only component level to allow or prevent certain actions from occurring
based on established business hours. For example, you might need
to consider weekends and holidays when establishing timeout and
escalation rules.
For more information about setting business hours, see the ServiceDesk
Customization Guide and the Workflow Solution User Guide.
In a Follow the Sun management process, a service organization provides 24x7
support by staffing service desks in multiple locations according to time zone. An
incident can be submitted and worked in one location and then passed to or picked
up by another location when the originating office closes. The incident is then
passed from location to location as each one closes, until the incident is resolved.
Follow the Sun routing lets you service your users in a continuous support model.
You can also use a Follow the Sun model with overlapping shifts to offset peak
call volume times and random call spikes.
The advanced incident form contains a Follow the Sun option. When that option
is selected, the incident is routed to the groups that you define.
Configuring the ServiceDesk application
About Follow the Sun routing
137