Howdy,
I just wanted to know if anyone has found a good way of automatically setting the first response date. I can see my service desk analysts not wanting to do this extra click.
The scenario I am looking for is this :
analyst opens call > assigns call to either self or another analyst > saves and closes the call
In the background I want this to happen :
When call is updated > if assigned to has changed from a null value to a not null value > then firstreponsedate = first assigneddate (or even current datetime)
I have played with smlets but am missing ability to set the value of responsedate(no option to set that in set-scsmincident).
I have also tried editing a template :
scenario: created a new incident template and manually set first response. This sets the first response as the current datetime eg.04/10/2012 16:00, saved this to a new mp. Exported said mp and now trying to hack the XML but am stuck as I do not know the model well enough.
screenshot below
can someone help me out or point me in the right direction?
Am even happy if someone knows a better method / process of auto setting this field. I know exchange connector has this ability via response email, but this doesnt really work as it relies on the user replying to a auto generated email.
- Changed type AndersAspMVP, Moderator Saturday, October 06, 2012 8:18 AM
- Edited by Humjill Monday, October 08, 2012 3:38 PM