Global Ticket Queue Timing Properties

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

onlyIfNoQueue=true

If there is no ticket queue associated with a ticket, then ticket queue timing defaults will be applied. Defaults are set to zero (0).

availabilityMinutes=0

availabilityMinutes are the number of minutes a ticket can be open before being escalated for further work or attention. If set to zero (0) , no limit is set, and the ticket will not be auto-escalated.

deallocationMinutes=0

deallocationMinutes are the number of minutes an agent/user can hold a ticket before it is auto-released (unassigned). If set to zero (0), no limit is set and the ticket will not be auto-released.

inactivityMinutes=0

inactivityMinutes are the number of minutes an outbound message can remain inactive (no response sent) before it is closed. If set to zero (0), the ticket will not be auto-released.

slaMinutes=0

slaMinutes are the number of minutes an agent/user has to complete the ticket assignment (due date) before the ticket is flagged and expires. If set to zero (0), no due date is set for the ticket.

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:

  1. From the ACC, select Pages by Components>Components by Path.

  2. From the Components tree, open atg>ticketing, and then double-click DefaultQueueDataReader. The DefaultQueueDataReader Component Editor is displayed.

  3. 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, type 1440 in the availabilityMinutes box (24 hours = 1440 minutes).

  4. 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, type 720 in the deallocationMinutes box (12 hours = 720 minutes).

  5. 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, type 480in the deallocationMinutes box (8 hours = 480 minutes).

  6. 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, type 1440 in the slaMinutes 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).

 
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