Hi Folks,
A couple more things I thought I'd ask advice on....
We've added a Survey to one of our incidents, with a status of "Awaiting Survey", which when the customer answers it, resolves the call.
But if they never complete the survey, the call never resolves, so am wondering about the best method to get past this. Would it be a scheduled action similar to that which we use for closing resolved calls?
Also, on the new proposed Change process, they want a penultimate status called "Change Completed" at which the change must wait for 3 days before the assignee can Close it.
Is it possible to put a condition on the process before the Close action that has a calc that checks if 3 days has elapsed since the "Change Completed" create date?
Thought I'd check with the community that I was on the right track before devoting my time to it. Or if anyone has already done this and can share their methodology?
Cheers - Adam.