Question
Tata Consultancy Services
GB
Last activity: 21 Dec 2023 5:44 EST
Service Level Agent running time
- We have Service Level Agents which update the cases at midnight 00:00:00 GMT
- Can anyone please confirm if there is any possibility to shift the timing of Service Level Agents.
Proximus
BE
Tata Consultancy Services
GB
Yes we have checked it under the Agent queue - Scheduled - and it is mentioned as scheduled at midnight.
is there any chance we can update the timing?
Also we have checked that the Service Level Agent is runs on periodic on every 60 seconds.
Proximus
BE
You can indeed update the timing in the "Agent Schedule" from DEV studio. Here you're checking only how it is scheduled via Admin Studio.
This agent has a rule which creates an agent schedule. You might not be allowed to directly change the agent rule, but you should be able to update the agent schedule.
From what you wrote, the Agent updating the case at midnight, is not the typical SLA agent.
It seems to be a specific advanced agent daily running at that time. You should then be able to check/update the timing while accessing the agent schedule.
Regards
Anthony
Rulesstack Private Limited
IN
In accordance with your needs, Delete the agent schedule related to that service level agent and change the timing in the service level agent based on your requirement. For the next run timing will change.
Regards,
Mohd Qizer Uddin