The procedure to revise the SLA target date for an ASB task is as follows:
- Using the Advanced search spy-glass (
), select ASB Case as the Search for and Search by category, and enter the Case Reference as the search criteria 
1.
- 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 ASB Case Details window is displayed.
- Click on Tasks. The Tasks tab is activated, revealing all ad hoc tasks assigned to the ASB case, together with those included in the underlying workflow structure, as displayed in the Tasks summary table.
- Highlight the specific row matching the task for which an alternative SLA target date will be applied.
- Click on Task Actions. The Task Actions window is displayed.
- Using the Select action drop-down field, select the specific status progression value of Revise Target Date 2.
- Click on Next. The Revise Task SLA window is displayed, revealing the current target completion date for the ASB task together with the derived SLA duration.
- Enter the planned Revised target date for the ASB task using the calendar icon (
) or type in the value directly; a time may also be specified using the clock icon (
) 3.
- Using the Revision reason drop-down field, select a parameter value to qualify the circumstances surrounding the change of SLA target date for the ASB task 4.
- Use the Notes field to add contextual data in support of the revised SLA target date.
- Click on Save. The SLA target date field reflects the applied change and the scheduled SLA amber warning is automatically adjusted.
Note
1 Additional search criteria may need to be employed (e.g. start date range, category, company, status) to ensure that the correct ASB 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 ASB 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.
See related topics...
ASB task progression management overview
To place an ASB task on hold
To release an ASB task currently on hold
To reassign ownership of an ASB task
To add an SLA target to an ASB task definition
Using the search facility
