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!

[Carlos Faddul · Accepted solution]

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

I hope I helped you.

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[Duc Vu]

Thanks, Carlos, we are testing this out and had success with one day so far.  If we were to implement this schedule with these being our off hours:

Friday: After 6PM

Saturday: All day

Sunday: Until 4PM

Do you suggest trying to consolidate all of this into one automation, or 3 separate ones?

Thanks,

Duc

[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.