DefaultQueueDataReader
The DefaultQueueDataReader
allows additional calculations for ticket queue time-out values. Global default timing properties for ticket queues is 0
.
Global default settings for ticket queues are set using the ACC.
Property Name | Description |
If there is no ticket queue associated with a ticket, then ticket queue timing defaults will be applied. Defaults are set to zero (0). | |
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Note: Individual queue settings take priority over global queue settings. If you have set value for the DefaultQueueDataReader
, the system will first try to read the information set for an individual ticket queue, and then the global defaults. If the information is null, the global default values set on the DefaultQueueDataReader
are used by setting the onlyIfNoQueue
to False
.
To change global default timing properties for ticket queues:
From the ACC, select Pages by Components>Components by Path.
From the Components tree, open atg>ticketing, and then double-click
DefaultQueueDataReader
. TheDefaultQueueDataReader
Component Editor is displayed.Type availability minutes in the
availabilityMinutes
box. For example, to set availability minutes for the ticket queue at 24 hours from the time a ticket was created, type1440
in theavailabilityMinutes
box (24 hours = 1440 minutes).Type deallocation minutes in the
deallocationMinutes
box. For example, to set deallocation minutes for the ticket queue at 12 hours from the time the ticket was created, type720
in thedeallocationMinutes
box (12 hours = 720 minutes).Type inactivity minutes in the
inactivityMinutes
box. For example, to set inactivity minutes for the ticket queue at 8 hours from the time the ticket was created, type480
in thedeallocationMinutes
box (8 hours = 480 minutes).Type SLA minutes in the
slaMinutes
box. For example, to set the due date for the ticket queue at 24 hours from the time a ticket was created, type1440
in theslaMinutes
box (24 hours = 1440 minutes). When a ticket is created and assigned to the ticket queue, the due dates is displayed (where applicable) in the ATG Service Center (for example; in the Ticket Summary panel).