Use this tab to view calendar functions. Calendar functions are used to get the calendar which the calculation of the execution time is based on. The following calendar functions are created by default when installing Escalation Handler:
Working Calendar - used for notifications on escalation rules based on call center cases or case tasks. The Working Calendar function makes sure the calculated time to send the notification is based upon:
Firstly, the calendar defined on the support key used for the case.
Secondly (and if no support key is defined for the case), the calendar defined on the earliest approved support agreement defined for the customer.
Thirdly (and if no support agreement exists for the customer), the calendar of the support organization owning the case.
Owning Org. Calendar -used for notifications on escalation rules based on call center global solutions. The Owning Org. Calendar function makes sure the calculated time to send the notification is based upon the calendar of the support organization owning the global solution.
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