Response Date Field

Open discussion about our Alloy Navigator 5 application

Response Date Field

Postby ddelucas on Wed Oct 03, 2007 1:47 pm

I'm trying to make the response date field populate automatically. I would like it to fill the "now" date when the response date field was empty and the modify date has changed on save. What I get is if a ticket is unassigned and it is changed in anyway(question to the requester, assigned to) the response date populates. Please help, thanks
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Postby pille on Thu Oct 04, 2007 11:33 am

Hey Dennis :)

You'll want to create a rule that works 'before object is saved' then have the criteria simply be response date is blank. Then have an action for response date and instead of set to, have it set to set now.

This way any ticket saved without a response date would have it set automatically to the current time.
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Did Not Work

Postby ddelucas on Thu Oct 04, 2007 2:06 pm

I did that now the issue is when the ticket is created in the web portal the response date gets filled out. We would like it to fill in when a tech touches (activity/assignment) a ticket. Any advice?
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Postby pille on Thu Oct 04, 2007 9:02 pm

You'll have to decide. Do you want it when the ticket is assigned or when the assignee enters an activity?

For instance:

1. Set response date on assignment
Before object is saved
If Assignee has changed and Response Date is blank
Set Response Date to now

This assumes you want to set the response date when it's assigned

2. Set response date on first activity by assignee
Object is created
If assignee is not blank and activity author equals assignee and response date is blank
Set Ticket's response date to now

This assumes you want to set the response date when the assignee enters an activity
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Set Response Date

Postby ddelucas on Fri Oct 05, 2007 9:10 am

We may add an activity to a ticket before we assign it. It may be a question to better decide who to decide it to? So we would like the response date to fill out on an activity, or any change to the ticket at all after it has been created. I tried to base it on: when response date is empty and modified date is change from empty. Please advise.....
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Postby pille on Fri Oct 05, 2007 11:19 am

That won't work. I would abandon the modified date approach since I believe modified is populated before then, especially if business logic is acting on the ticket after creation for any reason.

Event:
Activity - object is created

Criteria:
Author is a technician
Response date is blank

Action:
Set response date to now

That should do it. It's all about the criteria. Just decide on what you want to happen and set the business rule accordingly. In this case any technician adding an activity when the response date is blank will result in the response date being set to the current time.
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Author is a technician

Postby ddelucas on Tue Oct 09, 2007 2:52 pm

Paul, I don't see "Author" as an option. It what way do I apply this? thanks
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Postby pille on Wed Oct 10, 2007 11:30 am

You must not be under activity business rules.

Go under admin settings > service support > incident management > activities > business rules. Once in there, when you browse for a field you'll see author. Just expand it and find technician, then setup the criteria to check if that is true to make sure the author is a tech.
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It Worked

Postby ddelucas on Tue Oct 16, 2007 12:28 pm

Thanks
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