There's something which I've never quite got my head around, (well several things actually but...)
If a SC or a Problem record has a deadline, what is the best way to check on that Deadline?
I mean, lets say a record has a Deadline of 09:00 on Friday. How would I check if the Deadline is getting close, say 2 hours away?
And how would I check if the Deadline has past, i.e. breached the SLA?
I know you can apply conditional formatting in a view to change the colour of a particular record, I'd like to be able to use this to change the colours of these kinds of records.
I know there are the Actual Start, Actual Duration and Actual Finish fields. But if I use these, will the system automatically update the Duration field?
Because if I use a rule to update the field then I have to have something to trigger the rule. The whole idea is to have something which will auto update and therefore change the colour of the records without operator intervention.
Remain Duration and To Deadline are calculated as soon as you open the ticket or refresh a view that includes these fields.
You can do even more. Create a custom duration field and then a db rule that copies "Remain duration" or "To Deadline" to this field when a ticket is modified (without any condition). Then through another DB rule you can check if this custom field is below a threshold.
1. Adding "To Deadline" to a view can affect performace as it is calculated field.
2. If it does, consider having a custom code field called "Escalation Level" and give a values and icons; set up DB rules that do roughly: When SC is created or modified, Condition: when Deadline(*) is not empty AND Status is not closed scheduled before Deadline Action: set Escalation Level
Then if you put the Escalation Level code on the view and format it to show the icon, that can be a very effetive way of highlighting SLA approaches and breaches.
We used this method at a site where To Deadline did cause performance issues and by using a diffenet shape and colour icon for each level, we found it worked pretty well.
Scheduled tasks are merely a provision to generate time based condition checking. Once the time passes they are deleted from the DB.
However, make sure that scheduled task will occur ALWAYS to future.
You wrote that you have a scheduled task to be validated 4 hrs before deadline. Make sure that Deadline is *ALWAYS* > 4 hours. For example with default settings when priority is top the deadline is one hour!