New call back date calculation based on schedule and time zone of the user

SurapureddyD
Tera Contributor

5 hours ago

New call back date calculation based on schedule and time zone of the user when strike changes to strike1
Schedule is within 8AM to 5PM as present in cmn_schedule table.

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SurapureddyD_1-1786952718014.png

 

 

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Ankur Bawiskar
Tera Patron

4 hours ago

@SurapureddyD 

what's your business requirement and what did you try so far and what didn't work?

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 10x ServiceNow MVP  ||  ✨ ServiceNow Community Leader
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SurapureddyD
Tera Contributor
In response to Ankur Bawiskar

4 hours ago

  1. If caller does not respond:
  • Agent Set Strike=1
  • Automate Change INC state to ON HOLD
  • Automate On hold reason= Awaiting caller
  • Automate Set a callback date = +5 Business days
    Here callback date should set according to the caller timezone and their working hours that is 8AM-5PM (we have schedule) it should set accordingly
    For example
    Eastern TimeEDT (UTC-4)

    United States & Canada

    4:35:46 AM
    Monday, August 17, 2026
    It should set call back time to 
    5 Business days and within working hours
    Aug 24,2026 8AM
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