Case Flags Business Hours Edge Scenarios

Case Flags supports 1 or more sets of Salesforce Business Hours in a single organization with only a handful of exceptions for uncommon use cases. These exceptions don't apply to most organizations and most don't find them problematic even if they are affected.

  • May 28, 2020
  • Knowledge

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https://kb.vicasso.com/?kb=000004481
Details
24 business hours on Saturday and Sunday (Unlikely)
This applies to your organization if ANY of the following is true:
  • You have 24/7 business hours.
  • Saturday is a 24 business hour day and Sunday's business hours begin at 12 AM or there are 24 business hours.
Example: Saturday and Sunday have 24 business hours and on Sunday at 12:03am the flags don't account for business hours elapsed on Sunday.
Impact- Low: In most instances Case Flags will be off just a few minutes but at most 60 minutes depending on specific business hours in use, data volume and Salesforce load. Case Flags will not include hours from the current block of business hours, in this case the hours from Sunday, until the hourly batch is completed for Sunday 12 AM.


Business hours start between 12:01 AM and 1 AM following a 24 hour day (Extremely Unlikely)
This applies to your organization only if ALL of the following is true:
  • You have a day in which business hours begin between 12 AM and 1 AM.
  • The previous day was a 24 hour business day.
Example: Friday has 24 hour business hours and Saturday hours start at 12:30 AM.

Impact: Case Flags will not begin aging for the day until 1 AM local time but will be correct once they begin.

Partial day holiday in between 24 business hour days
This applies to your organization only if ALL of the following is true:
  • You have business hours for all 24 hours of the day immediately before and immediately after a holiday.
  • You have partial day holidays.
Example: Christmas (December 25th) starts at 1pm local time and you have business hours for all 24 hours on December 24rd and December 26th.

Impact: On December 25th Case Flags will continue to age after 1pm when the holiday starts but they will be corrected at the start of the day on the 26th.

A holiday that modifies the current business hours is added or modified
This applies to your organzation if:
  • You change or add a holiday that affects the business hours in the current day
Example:  You close your office early today and add a new holiday reflecting the closure.
Impact: The business hours continue to age for the current day, but they will be corrected at the start of the next business day.
 
Title
Case Flags Business Hours Edge Scenarios
URL Name
Case-Flags-Business-Hours-Edge-Scenarios