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SD 5.0 manual entry

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SD 5.0 manual entry

I noticed in SD 5.0, the field Deadline has to be entered manually, where as in SD 4.5 it will be retrieved automatically according to the priority.
Is there any setting i can change to make it retrieved automatically when i select priority accordingly?
Thank you.
13 REPLIES
Hanspeter Loche
Regular Collector

Re: SD 5.0 manual entry

Hi Fenny

Create a UI or DB rule for that reason. Has that not been the case in 4.5 as well?

Cheers
Hanspeter
Ruth Porter
Honored Contributor

Re: SD 5.0 manual entry

Hi Fenny,

Go to OV Configuration >System Settings> Service and SLA retrieval settings for Service Call.

You can set your preferences for this there.

Hope this helps

Ruth
http://www.teamultra.net

Re: SD 5.0 manual entry

I need the Deadline value to be populated automatically according to the priority.
I still couldn't find the way to do so.
Please help.
Ruth Porter
Honored Contributor

Re: SD 5.0 manual entry

Hi there,

Go to Data>Codes>Service Call> Service Call Priority Duration settings and set the durations for all your priority levels. Then you should find Deadline is automatically populated

Hope this helps

Ruth
http://www.teamultra.net
Ruth Porter
Honored Contributor

Re: SD 5.0 manual entry

Hi there,

Go to Data>Codes>Service Call> Service Call Priority Duration settings and set the durations for all your priority levels. Then you should find Deadline is automatically populated.

You can do the same for incidents as well

Hope this helps

Ruth
http://www.teamultra.net

Re: SD 5.0 manual entry

Hi Ruth,
I have set the durations accordingly. Yet, when I select the Priority, Deadline is still not populated accordingly.I tried reinstalling the SD management server,it's still giving me the same situation.
I really run out of idea of what to do.
Please help.

Re: SD 5.0 manual entry

Hi Ruth,

I have set the service call priority duration.
But Deadline's still not populated accordingly.
I really wonder if this is a new feature or bug.
Please help.
Ruth Porter
Honored Contributor

Re: SD 5.0 manual entry

Hi there,

Do you set the priority in your template? If you do, then you may find that the deadline is not set until you alter the priority.

If this does not explain it, can you post ssome screen shots of what you are doing and details of the service level(s) you are using.

Regards

Ruth
http://www.teamultra.net
mmv
Member

Re: SD 5.0 manual entry

The cause of this problem could be support hours not set. Try changing "Planned Time Calculation Uses" in System Settings/General Settings to "24x7 support for all objects" and check if deadline is populated.

Re: SD 5.0 manual entry

I have changed the Planned Time Calculation Uses to 24X7 support for all objects.
Deadline is not populated according to priority. What else can I do? Please help.
Ruth Porter
Honored Contributor

Re: SD 5.0 manual entry

hi there,

Can you post some screen shots of what you are doing & details of the service level(s) you are using.

Regards

Ruth

http://www.teamultra.net

Re: SD 5.0 manual entry

I am using the sample data installed with SD 5.0. Somehow i could not change the value of service level because it is disabled. The service level is in "default" all the time. I just opened up a new service call form and deadline's value is empty. I could not provide you with the screenshot due to the server is not connected to the internet.
Ruth Porter
Honored Contributor

Re: SD 5.0 manual entry

Hi there,

If you cannot alter things like SL, try altering the various statuses to be Editable or Not managed.

Hope this helps

Ruth
http://www.teamultra.net
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