How are Feedback due dates calculated?

This article will cover how Feedback due dates are calculated and any administration settings which affect this. 

• Site Settings
  • Public Holidays
    • Browser
    • Classic
  • Count Transition Days
• Feedback Settings
  • Due Date
  • Exclude Weekends from Calculations
  • Exclude Public Holidays from Calculations

Site Settings

There are two features which are set on a site-wide basis which impact Feedback due dates:

1. Public Holidays
2. 'Count Transition Days'

Public Holidays

These can be set in Classic or Browser, and when your Feedback stages are set to factor them into calculations (see 'Feedback Type Settings') will impact how your due date is calculated. Only Site Admin users are able to edit Public Holidays on your site. 

Browser

Click on the 'Go To..' menu, select 'Site Admin' and click on 'General'.

Under the 'Public Holiday' section, any upcoming Public Holidays can be seen:

Click on the 'Public Holidays' heading to access the menu:

In this screen, you can:

• Click on a row to select and edit it.
• Click on a row to select and then use the title menu to delete it.
• Click on the title menu to create a new Public Holiday
• Click on 'Save' to save any changes.
• Click on 'Cancel' to revert any changes. 

Classic

Click on the 'Admin' topic button, and go to 'Site Setup'.

Under the 'General' tab, there is a panel called 'Public Holidays'. Click on this to expand.

In this screen you can:

• Click on a row to select and edit it.
• Click on a row to select and then use the 'Delete Public Holiday' button to delete it.
• Click on the 'Add Public Holiday' button to create a new Public Holiday
• Click on 'Save' to save any changes.
• Click on 'Refresh' to revert any changes. 

Count Transition Days

When this option is enabled any days that a Feedback item changes state will be included in the Due Date calculation. This includes:

• When the item is opened
• When the item is moved between stages

This setting can only be modified in Classic. To enable/disable this option, click on the 'Admin' topic button, and go to 'Site Setup'.

Under the 'Feedback' tab the option is shown as a tick-box:

Once you have altered the state of this field, click on the 'Save' button to save your changes, or 'Refresh' to revert. 

Feedback Settings

Feedback due dates settings are configured under each Feedback Type and Stage. For more information on general Feedback Types and Stage configuration please see the online help. 

These options work together to construct a timeline for the Feedback item and select a due date. If a date value (such as start date, escalation events, etc) for the Feedback item is altered the due date will recalculate according to the settings of the relevant stage. 

Feedback settings can be accessed in Classic by clicking on the 'Feedback'/'Inform' topic button and selecting 'Feedback Types'. 

This screen will display a list of your Feedback types; select one from the list to see its setting. 

Due Date

The due date value is made up of three options:

• 'From' value. There are two options, 'Issue Opened Date' and 'Workflow Stage Entered'. 
• Days/Months selector which identifies the unit of time being counted. If 'Months' is selected, the due date will fall on the same day of the target month; if this is not available (e.g. 30/02) the date will be set to the last day of the target month (e.g. 28/02).
• Number value. This works with the Days/Months value to determine how far to count forward from the 'From' value. 

Exclude Weekends from Calculations

If this feature is enabled, the due date calculations will only count on week-days. If the life span of the item passes over a weekend day, these will not be counted. 

Exclude Public Holidays from Calculations

If this feature is enabled, the due date calculations will only count on non-public holiday days. If the life span of the item passes over a public holiday, these will not be counted.