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.