Default request status on new case
We are using the timers in Support centre plus but the default case status on a new case is "open" so as soon as a client logs a case via web portal, the default status is "Open" and therefore the timer commences from when the case is created and not when it is picked. Is it possible to change the default case status to a custom one like "New Case" which the timer is set to stop?
The reason for this is we want the timer to be started manually once the case is picked by the support engineer so we can accurately calculate the time spent actively working on a case and not the time from when the client actually created the request.
It appears we are not able to modify the "Open" status timer either as it is greyed out.
Hope someone can help.
The reason for this is we want the timer to be started manually once the case is picked by the support engineer so we can accurately calculate the time spent actively working on a case and not the time from when the client actually created the request.
It appears we are not able to modify the "Open" status timer either as it is greyed out.
Hope someone can help.
Topic Participants
roberte66
sujayedwin
SupportCenter Support
ChrisSchear