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Feature Request: Placeholder that can reference different calendars as a date and time



Posted Nov 11, 2024

Problem/Scenario

We have multiple calendars based on different regions and their holidays that impact working hours. Triggers can be set up for these, but the only placeholder I am aware of, that can be used in macros, is ticket.in_business_hours.  We need to hand some tickets off to another region, but the current assignee isn't always aware if that region has a scheduled holiday. 

Request

Have a placeholder available that can reference those calendars. For example, I would like to be able to write an IF statement, using a placeholder, access the correct calendar based on the region, look forward X days/hours, and pull in the times that they wouldn't be available. 

 

This would allow us to have the details brought into the template so the person handing off the ticket would know if they need to ask a different region to take the ticket or ask the customer if they are ok waiting until that regions next available working day.  I am sure there are a lot of other use cases, but this is the issue I am attempting to solve.


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1 comment

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Shawna James

Community Product Feedback Specialist

Hey Matthew,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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