We currently have the following Service Call statuses implemented:
New In Progress Pending Request Info Resolved Closed
At present, the Closed status sets Actual Finish and stops the timers. What we would like to do is to change the Resolved status so that it performs the same functions as the 'Closed' status at present. The Closed status would then become a 'holding' status as such, with no special functions at all.
I have tried setting both Resolved and Closed to 'Closed' under Service Call statuses, to no avail. The clock is still running in the Resolved status and "Due in x days" still appears at the top of the Service Call window.
change the rule to be When status=Resolved set actual finish
Also have another rule set another date field as follows When Status=Closed set "new date field" to current date.
The new date field could be called "Closed Date". This allows you to seperate out the times into 1) Start and finish of the call (to resolution) 2) Overall time of the call (resolution time + any additiona; time needed before the call could be closed.
Thanks Mark, I will try this in our test environment.
Will this resolve the issue of the "Due in x days" text appearing at the top of the call, i.e. does this disappear when Actual Finish is set? Also, should I set both statuses to "Closed" in Service Call Statuses?
I have modified the database rules as advised, and the Actual Finish field is updating as normal. However, the "Due in x days" title bar remains. It does disappear when I select 'Closed' status. Am I doing something wrong?
Just to check:
DB rule: When Service Call is modified where Status (*) is Resolved, Set Actual Finish to System Date (Update data). Actual Finish set to (Current Date)
Service Call status: New - Accountable In Progress - Active Pending - Not accountable Request Info - Not accountable Resolved - Closed Closed - Closed