In order to make sure initial staff response time and staff completed times are calculated correctly, a few settings must be updated in the application preferences. First, select Preferences from the Service Request menu bar, then click on Application Preferences and select the building you want to update from the list on the left.
Scroll down to the Service Request Status for Finalization preference and select either Closed or Completed from the dropdown, based on the final status you use when finished with a request. By selecting the finalization status here, the application will accurately calculate total times once the request is updated to the final status. Scroll to the bottom of the page and press Submit to save any changes.
Next, click on Staff Hours and Holidays, select the building from the list on the left and enter the hours that the management, maintenance, and engineering staff will be working on service requests. Be sure to check the box next to closed if you do not want weekend days to be included in calculations.
For example, if you select closed for Saturday and Sunday, a request entered over the weekend will not begin calculating time until staff hours are set to begin on Monday morning. If you would like to apply these hours to all buildings, check the box. Once entered, the staff hours will take effect the next day and will be used to calculate metrics going forward.
In the building holiday closures section, select all holidays that the management, maintenance, and engineering staff will not be onsite and available to complete requests. Scroll to the bottom and press Submit to save any changes.
If there are additional dates (past or future) when the building will be closed and staff will not be available, they can be added for one or more buildings in the Additional Closures section.
Once staff hours, holiday and closure preferences are set, the initial staff response time and staff completed time will be calculated accurately for requests that come in after hours, on holidays, or for requests that are not able to be completed the same day.