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author's profile photo Former Member
Former Member

Support Message: Set customer end date based on priority

Hi guys,

could anyone please assist me in this problem?

At our Service desk we have the following date rules based on the message priority (examples):

1 very high --> start date/time + 1 hour

2 high --> start date/time + 5 hours

...

4 low --> start date/time + 1 week

I want to have the "end of customer requirement"-field set based on the priority timespan. When the priority is switched, the "end of customer requirement" should be updated based on the priority entry.

Does anyone know how to handle this? Is there some kind of action that I could use?

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  • author's profile photo Former Member
    Former Member
    Posted on Dec 10, 2010 at 09:56 AM

    Hi,

    I also want to have this functionality.

    Please suggest.

    << Moderator message - Please do not promise points >> Given that this is not your post and you cannot award anything, it was kind of an empty promise anyway.

    Thanks in advance!!

    Regards,

    Madhu

    Edited by: Rob Burbank on Dec 10, 2010 3:50 PM

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    • Former Member

      Hi

      I would also find this functionality useful.

      In the meantime I am working around it by using the 'item monitor' instead of the 'transaction monitor' in CRM_DNO_MONITOR. The red and green light display works correctly using the item monitor, as it seems to be based upon the SLA which finds the correct date.

      When I used the transaction monitor the light did not change until the incorrect customer requirement end date had passed.

      I am currently trying to create a new date rule in XML based on the SLA duration.

      Best regards

      Ashley Shannon

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