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GetResponseTime Method

GetResponseTime is used to retrieve the response time based on entitlement and priority.


This method is called by the FS - Verify Entitlement SR workflow. This workflow is invoked when the user clicks the Verify button on the service request detail applet (used in the Service Request form on the Service screen > Service Request List view). The method evaluates the response time metric that matches the service request priority for the selected entitlement. It then calculates the commit time according to the service calendar and sets the Date Committed and Entitlement fields for the service request.

This method can also be called from the FS Holiday API Service to calculate committed time based on a service calendar and exception calender.

Additional Details

The workflow can also be automatically called based upon the priority of the SR. Calling the workflow automatically on service level agreements where the committed date/time is often linked to the priority of the service request.

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