To revise individual task SLA target dates within a generic case

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The procedure to revise individual task SLA target dates within a generic case is as follows:

  1. Using the Advanced search spy-glass (), select Generic Case as the Search for and Search by category, and enter the Case ID as the search criteria 1.
  2. With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The Generic Case Details window is displayed.
  3. Click on Tasks. The Tasks tab is activated, revealing all ad hoc tasks assigned to the generic case together with those included in the underlying workflow structure, as displayed in the Tasks summary table.
  4. Highlight the specific row matching the task for which an alternative SLA target date will be applied.
  5. Click on Task Actions. The Task Actions window is displayed.
  6. Using the Select action drop-down field, select the specific status progression value of Revise Target Date 2.
  7. Click on Next. The Revise Task SLA window is displayed, revealing the current target completion date for the generic task together with the derived SLA duration.
  8. Enter the planned Revised target date for the generic task using the calendar icon () or type in the value directly; a time may also be specified using the clock icon () 3.
  9. Using the Revision reason drop-down field, select a parameter value to qualify the circumstances surrounding the change of SLA target date for the generic task 4.
  10. Use the Notes field to add contextual data in support of the revised SLA target date.
  11. Click on Save. The SLA target date field reflects the applied change and the scheduled SLA amber warning is automatically adjusted 5.


Note

1 Additional search criteria may need to be employed (e.g. start date range, company, status, category) to ensure that the correct generic case is returned; an alternative Search by category of Contact or Contact Group may be selected to extend the available search fields.

2 The option is active only where the Revision allowed attribute has been configured for the underlying generic task definition.

3 The permitted date entry format is DD/MM/YY or DD/MM/YYYY; the permitted time entry format is HH:MM.

4 These custom values can be populated by the end user via the general lookup parameter entitled System Case SLA Revision Reasons.

5 System validation rules ensure that an extended Revised Target Date for an individual task does not exceed the overall SLA for the associated generic case unless an exception has been configured within the underlying classification type.


See related topics...

Generic task progression management overview

To place a task on hold within a generic case

To release a task currently on hold within a generic case

To reassign individual task ownership within a generic case

To add an SLA target to a generic task definition

Using the search facility