Hi there, I use sdesk v4.5 sp14 For customer satisfaction we decide to 'ping' our support engineers via email if already 80% of time was gone (deadline come), but the solution still not find. But, how to create such rule? How to made such condition in it? I see what I can made criteria only with exact value of time in it. Please, help me here, because in other case I'll be must made many rules for each SLA, if time conditions is unique in it
I'm afraid if you stick rigidly to 80% you may need s lot of rules to do it. I would "relax" a bit and have "ranges" of Priority where you send maybe 1hr before deadline, 2 hours, 4 hours and maybe the "low"s don't need a message?
Actually you can do it quite easy. You are going to need one duration field and one number field. The number field is going to be used only to allows us do a dirty trick! Let's name the duration "max_duration_before_warning" and the number "temp_number"
When Service Call is created where NOT (Deadline is empty) Set max_duration_before_warning (Update Data) max_duration_before_warning set to (Subtract Date from [Deadline] With [Registration Created]); max_duration_before_warning set to ( [max_duration_before_warning] * 0.8)
However there is a trick for entering the rule.
Setting max_duration to deadline-reg;created is easy. The tricky part is the second.
To enter it, use the temp_number
set temp_number to 0.8 * [max_duration_before_warning]
but before pressing Add to list, select the text (temp_number), delete it and *TYPE* max_duration_before_warning
Then create a second rule (a scheduled task) that will check for Service Call status 1 min after (or before, your choise) from max_duration_before_warning
Hi there George, thank you and some questions - what is the "duration field" ? I can't see it in 'Custom fields'. What is the 'Subtract Date' function? I can't see it... I'm use sp 14. which sp are you use or talked about?
sorry, i'm find the 'duration' field in 'calculated fields', but this new field (max_duration_before_warning) is not visible in Rule Wizard... Can I use some default 'duration' fields or something else?
hi there, About part one - I find what you say and do as you say. All calculated correctly. But about second rule - can describe how it will work? Because the computed result (80% of time) executed once...
And also. What can you advise if I'll need in 4th such thresholds like this one (I'm about % of time)
well, I think what a new spack will be necessary by many reasons. but the other question is about - I need one rule for 80%, for 50% , for 30% and may be for others. What can I do if only two fields are available in 'custom fields'?
The problem is not the custom durations (you could upgrade to SP20 and solve this problem). The main problem is that unless you do tricks (mentioned in the link I posted in a previous answer), you will have to use "Actual Start/Finish/Duration" and usually you don't want to mess around with their values.
well, but I thought what that way was accessible and necessary if I stay in my sp14's state. But now I made update and have SDesk with sp23, so in this case I thought the way will be as in you first post. And in this case I don't know how to make second scheduled rule - After first rule I have custom duration field with value of time, after which I must send alarm. But how to calculate the elapsed time for it... how to make such trigger? Am I wrong?
Again sorry, but here is what I have - First rule is - When service call is created where NOT (Deadline is empty) max_duration_before_warning (Update Data) max_duration_before_warning set to (Subtract Date from [Deadline] With [Registration Created]); max_duration_before_warning set to ( [max_duration_before_warning] * 0.8)
And can you type the second rule... i'm not sure what really understand all new features... I'm just create new double field