Re: Extend deadline when assigned workgroup change
Hi Kriengsak, I change deadline when service call changes to Waiting status. I do this setting two custom fields: start waiting, set by a db rule to sysdate when status waiting is set; and waiting duration, that is set when the service call leaves the waiting status (sysdate - start waiting). When the second field is set (that is: the field changes from nothing to something) then a second db rule adds this duration to the value of Max Duration (changing this field changes Deadline), and then clean Waiting Duration field.
The rule: When service call is modified where NOT (SerDuration1 (*) is empty) Change deadline (Update Data) Max. duration set to ( [Max. duration] + [SerDuration1]); SerDuration1 set to (Empty)