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  • #16
    Ebram Helmy ,

    Business hours runs in a general setting.


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    • #17
      Jimmy
      Which time zone the business hours will follow?


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      • #18
        It will follow the time zone setting in the Comodo ONE portal abey

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        • #19
          Rick C
          I mean if I am set on Egyptian timezone and on my profile, however, another IT User is on EST timezone due to each person's location.


          which timezone should I set the Business Hours for the whole system on? the Egyptian one or the EST one because I can't find any timezone settings in the link you provided, it's only available under each user's profile.


          One more question, when we try to upload the uses using the provided samples or using the Copy and Paste method it shows an error as attached.

          Attached Files

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          • #20
            abey

            As mentioned by Rick C Service Desk will follow the time zone settings made through the Comodo One console. Please export the sample CSV file then reimport the file after you have added your input.
            Last edited by Jimmy; 11-12-2018, 02:51 PM.

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            • #21
              Thanks Jimmy

              we have another issue mentioned in the last reply with importing user, did you got a chance to check that?

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              • #22
                About importing users abey, you will need to follow the format below (as indicated in the sample CSV):
                Code:
                Email,Name,Phone,Notes,Organization ID (Optional)
                sample01@email.com,First Last,,,
                sample02@email.com,John Doe,12341234,no notes,Company A
                The first row (or column headers) are required for the import process to work correctly. The last three fields are optional, really, but it's up to you if you want them filled up already or do it later.

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                • #23
                  Rick C Thanks for your reply, however, we tried that and it wasn't working.
                  Support team adviced that they escalated the issue to the developers.





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                  • #24
                    Well, we are not done yet

                    There is a strange behavior, if we set our SLAs based on certain timezone as example: EST and a user submitted a ticket to us and they are on different Timezone as example: GMT.
                    There will be incorrect behavior when it comes to SLA, Due Date ... etc.
                    Is that normal ? should all users be on the same timezone as Admins ?

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                    • #25
                      Hello abey, you are correct we have already escalated your issue to our development team. We will notify you through email as soon as we receive an update.

                      Thank you for your patience.

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                      • #26
                        Another question, we just figured out that Pause doesn't actually pause the ticket's SLA!
                        Is that correct?, if yes, how can we pause the ticket's SLA; as an example if we have a request pending on the requester themselves.


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                        • #27
                          Hello abey,

                          Please see our help guide links regarding on Pause tickets and SLA.

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