New Data Capture Options

Overdue Information

We've added the following data capture options to provide more detailed information about work items that are overdue:

• Is Overdue - this shows whether the SLA of a work item has been breached or not.

• Overdue By Days - this shows how many days or working days (depending upon the due date configuration) the work item is overdue by

  • A value will only show if the work item is overdue

  • This value is determined by calculating the difference between the due date and the current date

  • The overdue days for running work items (i.e. Work Items in a state of Draft, To Do, In Progress or Wait) will be displayed in ranges of 'Less than 1', '1-2', '2-3' etc. up to '6-7'.

  • Running work items which are overdue by more than seven days/working days will show as being overdue by '7+' days/working days.

  • For resolved or closed work items, the number of days overdue will be exact e.g. '10-11'

  • Note that the value is calculated by the engine once in a day (possibly at midnight).

This data is calculated based on the due date of the work item. Therefore if the due date of a work item changes, this might lead to the information in these overdue fields changing as well.

This data is available in:

• the homepage grid to use as columns

• the Advanced Search page

  • to create Advanced Search views

  • in the Advanced Search results grid to use as columns

  • in the Advanced Search results grid to group search results (note that only the 'Is Overdue' option can be used for this)

We have also added an Overdue By Hours option that will only appear in the Advanced Search results grid to use as a column. This shows how many hours or working hours (depending upon the due date configuration) the work item is overdue by. As for Overdue By Days, a value will only show if the work item is overdue. Note that the value is calculated by the engine once in a day (possibly at midnight).

Initial Request Start Date/Time

We've added the option to capture the initial request start date and time for work items to help improve SLA calculations by allowing you to capture the entire length of time it has taken to complete a request, as opposed to just the length of time an individual work item has been being worked on.

This will be shown as a additional field on a work item's info card if the initial request start date is different to when the work item was created.

The Initial Request Date can also be used to organize work in the homepage grids, for creating Advanced Search views and in reporting.

This data has also been added as a new due date method:

This data is useful in scenarios where a further work item needs to be created from an original request e.g. when a Sub Case is created, when a Ticket is converted into a Case, when a Case or Action gets reworked, when an Action is created via the 'Start Action' option, when a new linked work item is created or when an email comes into a closed work item which triggers a new one to be created to continue that original request.

Please note that this additional information is now being captured for all situations with the exception of split Tickets, where the very original start date of activity was always being captured in the 'Created On' field. In a future release we will standardize so this date is also captured in the same 'Initial Request Date' for split Tickets also

For example, if a request comes in that generates a Ticket on the 12/1/2023 at 09:00, both the existing 'Created On' date/time and the 'Initial Request On' date/time for that Ticket will be 12/1/2023 at 09:00. And because both dates/times are the same, only the 'Created On' date/time will be shown.

If it becomes apparent once someone has started working on the Ticket that the Ticket then needs to be converted into a Case and they then convert the Ticket into the necessary Case, the 'Initial Request On' date/time for the newly created Case will also be 12/1/2023 at 09:00 i.e. it will capture the start date/time of the original Ticket (and request). However, the 'Created on' date for the newly created Case will be later, for example 12/1/2023 at 11:00. And because both dates/times are different, both the 'Initial Request On' and the 'Created On' dates/times will be shown.

Additionally, there will be no impact on the Initial Request On date when linking existing work items as a new work item is not being created.