Due Date Flavours
In addition to Name and Description, Due Date flavours are made up of the following attributes:
Clicking on Show Activity button in the ellipsis will show you the activity history of the Due Date Flavour. You can see when the Due Date Flavour was created and by who, as well as if any edits have been made to the Due Date Flavour, when they were made and by who.
There are several Due Date Methods available which allow you to set the start point for calculating the desired SLA for an activity. There are more Due Date methods available.
Watch the following video to find out about the due date methods that re available when configuring Tickets:
Additional Due Date methods are available when setting Due Dates for Cases and Actions, as schedules and parent work item / sub-work items data can be used. Watch this video to find out more:
An advanced option has been enabled for Due Date rules which allows for the use of Custom Data variables when setting time adjustments. Enabling the Advanced option when setting a Due Date rule will display an additional set of options in the ‘Adjust by’ section.
This will allow you to add / subtract a certain number of Hours/Days/Working Hours/Working Days by selecting from a dropdown of numeric custom data fields.
The due date method ‘From a Custom Date Time Field’ allows configuration of rules which allows end users to supply the base date/time value for the Due Date for the rule via a custom data field at runtime, when submitting a Case or Action. The custom field must be of type ‘DateTime’.
- At least one Enate custom data field specifically of the date time type.
- An Enate Custom Card must be configured with the aforementioned data field.
- This card must be configured on the specific Action or Case you wish to set this rule for.
The end result of this functionality is to allow direct adjustment of Work Item due dates by modifying custom data field values, i.e. setting a value on a card..
..modifies the Work Item due date:
If this flag is set, whenever the due date calculation results in a value that would have been the very end point of a working day (e.g. Friday 5pm when a 9-5pm working calendar is in play), the system will instead return a value for the first working moment of the following working day e.g. Monday 9am.
Due Date method configuration includes a ‘Move to End of Day’ setting. When checked, the system will take the relevant date calculated based upon the rule’s settings, e.g. ‘add 5 working hours to start date’), and will set the due date to be the end of that working day.
For example, if the system calculates a due date of ‘11am’ on a particular day, clicking this attribute automatically shifts the value to end of that working day. The sequence of the logic here is important when understanding how date / time values are arrived at with this method. The logic sequence is as follows:
- 1.Run the "method"
- 2.Adjust by fixed (working) days/hours
- 3.Adjust by dynamic (working) days/hours
- 4.Add wait time if the option is selected (and if wait time exists).
- 5.If using working time then ensure the result is within working hours - moving to the start of the next working day if precisely at the end of a working day
- 6.Finally move to the end of the (working) day if selected.
Clicking on the 'References' tab of a flavour will show you where this Due Date rule is being used.