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HPSD 4.5 SP17 - Overdue by xxx days message

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Andrew H-C
Trusted Contributor.

HPSD 4.5 SP17 - Overdue by xxx days message

Can someone tell me what regulates the "overdue by xxx days" message in HPSD and can I change it? For example I have a "problem" that is 261 days overdue, but there is no visible date field in the problem template?
15 REPLIES
Rajesh Nair
Outstanding Contributor.

Re: HPSD 4.5 SP17 - Overdue by xxx days message

Hi Andrew,

The system calculates the overdue days after the deadline set is crossed.

Regards

Rajesh
Andrew H-C
Trusted Contributor.

Re: HPSD 4.5 SP17 - Overdue by xxx days message

Thanks Rajesh. Can you tell me what part of the system calculates the overdue days after the deadline set is crossed and how can I adjust it?
Rajesh Nair
Outstanding Contributor.

Re: HPSD 4.5 SP17 - Overdue by xxx days message

Open Admin Console--->Data---->Codes---->Service Call--->Priority Setting. Here you can set the deadline for the respective priority.

Regards

Rajesh
Rajesh Nair
Outstanding Contributor.

Re: HPSD 4.5 SP17 - Overdue by xxx days message

Hi,

Other way of setting the deadline to a Problem ticket would be to setup a UI rule.
Based on Impact & Urgency you can set the Priority & based on the priority you can define the deadline.

Regards

Rajesh
Andrew H-C
Trusted Contributor.

Re: HPSD 4.5 SP17 - Overdue by xxx days message

Hi Rajesh

Your solution is fine for service calls by I do not have a "Priority duration setting" field listed under "problems". Unless this setting has some sort of global usage?



Rajesh Nair
Outstanding Contributor.

Re: HPSD 4.5 SP17 - Overdue by xxx days message

Hi Andrew,

Try the second solution, this will definitely help you to set the desired deadline to a Problem ticket.

Regards

Rajesh

Andrew H-C
Trusted Contributor.

Re: HPSD 4.5 SP17 - Overdue by xxx days message

Which Action item to I use to do this?
Rajesh Nair
Outstanding Contributor.

Re: HPSD 4.5 SP17 - Overdue by xxx days message

You can use UI rule to set the deadline.

Regards

Rajesh
Andrew H-C
Trusted Contributor.

Re: HPSD 4.5 SP17 - Overdue by xxx days message

I have tried a few UI rules but so far but none have worked. Will a sucessful UI rule change the existing message of 261 days overdue?
Rajesh Nair
Outstanding Contributor.
Solution

Re: HPSD 4.5 SP17 - Overdue by xxx days message

Do you want to set the deadline or due to want to just change the text message ?
The text message will appear when the deadline is passed. The wording of the text message can be changed by going to Admin Console. Check the attached file.

Regards

Rajesh
Andrew H-C
Trusted Contributor.

Re: HPSD 4.5 SP17 - Overdue by xxx days message

I do not want to change the text.

If the client chooses the category "proactive" I want the Problem to show as being not overdue regardless of whether the deadline has passed.
Rajesh Nair
Outstanding Contributor.

Re: HPSD 4.5 SP17 - Overdue by xxx days message

Try a DB rule..When category is PROACTIVE...set deadline field to blank.

Regards

Rajesh
Andrew H-C
Trusted Contributor.

Re: HPSD 4.5 SP17 - Overdue by xxx days message

Rajesh thanks for all your input. I appreciate your time and effort.
Andrew H-C
Trusted Contributor.

Re: HPSD 4.5 SP17 - Overdue by xxx days message

Persistance finally paid off. Thanks.
Rajesh Nair
Outstanding Contributor.

Re: HPSD 4.5 SP17 - Overdue by xxx days message

Thanks alot Andrew for the points.

Regards

Rajesh