Understanding the Days to Scan Setting

Understanding the Days to Scan Setting

Days to Scan is best understand as “how far into the future will we look?” when looking for free timeslots for a user. This is important because whether a user is free or busy requires that you know the timeline.

Example Scenario for Tier 1

For example, let’s say you have 3 tiers in your helpdesk: Tier 1, Tier 2, and Tier 3. For most helpdesk, Tier 1 is a fast response/fast close tier. Customers expect a quick turn-around on hearing back from the helpdesk, even if there is not a resolution. So, for this organization, you may define Days to Scan as “1 day”, meaning that if a ticket is going to be assigned, that if a user is busy for an entire day, they are skipped by Rocketship and we continue looking for a more suitable user to assign the ticket.

Days-to-Scan are Calculated Exactly

The Days-to-Scan setting is an addition of the current time + Days-to-Scan. This is important to understand so that you can predict when the scan will cross a day boundary.

For example, if the current datetime is June 1st 3:15 PM and Days-to-Scan is 14 days, then we will scan for timeslots between June 1st 3:15 PM and June 15’th 3:15 PM. So even if the user has a timeslot at June 15’th 4:00 PM, it will not be considered.

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