3 Replies Latest reply on Nov 19, 2019 11:08 AM by Sonia Pintado

    Targets Start Date

    Sonia Pintado
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      Hi there,

       

      We have realised that the targets don't count time from the moment they are triggered (when they accomplish the target criteria).

      They always count time from the moment the ticket is created.

       

      It does the same with targets of the type Response and Resolution.

       

      What does it have to be done in order to get a target start counting time from the moment a target is triggered and not when the ticket is created?

        • 1. Re: Targets Start Date
          Sneha Wakale

          Hi Sonia,

           

          What criteria you have mentioned in your service targets?

           

          Regards,
          Sneha Wakale

          • 2. Re: Targets Start Date
            Supriya Ashtekar

            Hi Sonia,

             

            Could you please try with this following setting which is under Remedyforce adminstration->General application settings->"Use Opened Date instead of Current Date to recalculate Due Date"

             

             

             

            Use Opened Date instead of Current Date to recalculate Due Date

            Select this check box to recalculate due date of an incident, task, or problem based on the date it was opened.

            If the Use Opened Date instead of Current Date to recalculate Due Date check box is selected, the service target fields, such as elapsed time and time remaining, are calculated on the opened date of the record, otherwise they are calculated on the current date.

            If the When the Priority changes, recalculate the Due Date without user input check box is clear and Use Opened Date instead of Current Date to recalculate Due Date is selected, when the priority changes, the Due Date Calculation window appears showing a due date calculated based on user input.

             

            Thanks

            Supriya

            • 3. Re: Targets Start Date
              Sonia Pintado

              Hello Supriya

               

              Thank you very much,

               

              I have performed the steps and it has worked.

               

               

              Regards

               

              Sonia Pintado