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How do I create an off hours automated response, specifically for the weekends?

Ken Obsequio

Hello!

I'm currently exploring options to automate responses during specific non-coverage hours within our SLA calendar.

Specifically, we want to address the period: between Friday 6 PM and Sunday 4 PM.

Could anyone provide insights or suggestions on the best approach to achieve this automation within our support system?

Any tips, recommended tools, or strategies would be greatly appreciated.

Thank you in advance for your help!

Accepted answers

Carlos Faddul_kqcedv

Hi @Ken Obsequio

I have an automation that maybe help you, you will need to update to your case

Using a if/else condition

In the first condition basead in out of office hours, with or condition

{{created.convertToTimeZone("YOUR_TIMEZONE_JAVA").dayOfWeekName}} equals Saturday

{{created.convertToTimeZone("YOUR_TIMEZONE_JAVA").dayOfWeekName}} equals Sunday

{{created.convertToTimeZone("YOUR_TIMEZONE_JAVA").shortTime}} less than 8:00 AM

{{created.convertToTimeZone("YOUR_TIMEZONE_JAVA").shortTime}} greater than 6:00 PM

Find your timezone here >> https://joda-time.sourceforge.net/timezones.html

In the second condition basead in during office hours, with or condition

{{created.convertToTimeZone("YOUR_TIMEZONE_JAVA").dayOfWeekName}} does not equal Saturday

{{created.convertToTimeZone("YOUR_TIMEZONE_JAVA").dayOfWeekName}} does not equal Sunday

{{created.convertToTimeZone("YOUR_TIMEZONE_JAVA").shortTime}} greater than 8:00 AM

{{created.convertToTimeZone("YOUR_TIMEZONE_JAVA").shortTime}} less than 6:00 PM

Community Automation.png

I hope I helped you.

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All comments

Mikael Sandberg

You can do this via automation that checks when the issue was created and if it falls within those days and hours send the email. This would be similar to the automation that I mentioned in this article, Assign requests to agents based on the hour of the day/on-call schedule. What you would have to add is a check for the day or the week, which can be done with the Date and Time smart values.