HEAT: Effective Calendar

A client recently asked: Is it possible to use a specific Calendar based on the Call Log or Assignment data?

Yes, you can pass a calendar from a ticket through BPAM. Passing a calendar constraint on a call record or assignment is often overlooked. Depending on the specific data of a call record or assignment, you can assign a calendar instead of forcing all records to use a single calendar in a BPAM rule.

To do this, you need:
* A field in the Call Log table for Calendar name
* A BPAM rule (If ticket stays unchanged for X amount of time)
* A Calendar to be used

To create this, do the following:
* Use Administrator to add the "Effective Calendar" field to the Call Log table.
* Commit the edit set.
* Create a BPAM rule "If a ticket stays unchanged for x amount of time"
* Add the new calendar field to the "Field" drop-down box in BPAM*
* Add the calendar definition in Hours of Operation

Now, depending the data in the Call Ticket, the user can assign a calendar instead of all users being forced to use the same calendar.