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Predefined Content Guide › Business Logic Modules › Incident Management Business Logic Modules › Within X Business Days Module

Within X Business Days Module

This module contains the functionality needed to handle events, calculate results and manage periods for calculating the number of days it took to resolve all the tickets for a specified period. It supplies the functionality for both Within X Days calculations as well as Same Day/Next Day functionality.

The resolution time of each ticket is calculated as the time passed between when the ticket was opened until a final solution was provided for it. The time that the ticket spent in pending status is not counted. The time out of timeslot is also not counted.

Module Interface

The following table lists the parameters.

Name

Description

WhatToCalculate

Determines the method of calculation.

Debug

Determines if in debug mode.

DaysThreshold

This is the resolution threshold in days.

CountWholeDays

Determines whether the calculation takes the open time into account, or whether any second within timeslot in a day counts as an entire day.

Module Dependencies

The following table lists the included modules.

Name

Description

Log Library (LL)

Library for enhanced logging functionality.

Business Day Counting Library (BDCL)

Library that counts business days in ticket lifecycles.

Parameters Overlay - Basic Action Library (POBAL)

Library that contains generic parameters used by multiple libraries such as the logging parameter.

Parameters Overlay - Business Days Library (POBDL)

Library that contains parameters specific to the business day counting functionality.

Callback Kernel Library (CKL)

Library that enables the callback functionality.

Quick Metric Filtering (QM)

Filtering module required for Quick Metric functionality.

Quick Metric Mapping (QM)

Mapping module required for Quick Metric functionality.

Event Registration