A question about due date
Hi again,
Thank you for all the responses, this forum works really good
I had a question about the field due date before:
2. Due-date is an important-field. I�ve noticed that you can edit this field.
If you edit this field does it affect the SLA-reports as well?
Or is it the set SLA (support plan) that calculates if a request
has been overdue regardless if the due-date field has been manually altered.
I got following answer from you guys:
- Due date is editable. A request is marked as overdue or not based on this field. SLA reports are based on whether a request is marked as overdue or not.
My questions back is then:
Is this the way it will always be?
Because in our case we have support agreements with several customers that states that if we're not completing a request within our SLA then our support fee will be reduced. Due to that it is really important that the SLA-reports we are sending to our customers is accurate.
So if anyone can change due date (by purpose or by mistake), how can we then trust that the report is accurate.
And it's not just the reports, how can we really trust on that request is for example overdue in 3 days, maybe the due date has been changed and it will actually be overdue tomorrow. This will maybe leading to that other requests is wrongly prioritised and our support fee reduced.
Thanks again
Per
Thank you for all the responses, this forum works really good
I had a question about the field due date before:
2. Due-date is an important-field. I�ve noticed that you can edit this field.
If you edit this field does it affect the SLA-reports as well?
Or is it the set SLA (support plan) that calculates if a request
has been overdue regardless if the due-date field has been manually altered.
I got following answer from you guys:
- Due date is editable. A request is marked as overdue or not based on this field. SLA reports are based on whether a request is marked as overdue or not.
My questions back is then:
Is this the way it will always be?
Because in our case we have support agreements with several customers that states that if we're not completing a request within our SLA then our support fee will be reduced. Due to that it is really important that the SLA-reports we are sending to our customers is accurate.
So if anyone can change due date (by purpose or by mistake), how can we then trust that the report is accurate.
And it's not just the reports, how can we really trust on that request is for example overdue in 3 days, maybe the due date has been changed and it will actually be overdue tomorrow. This will maybe leading to that other requests is wrongly prioritised and our support fee reduced.
Thanks again
Per