You can set goals and deadlines for a case type to enforce your service-level agreements, which are measured from the time that a case is created to the time that the case is resolved. By using goals and deadlines, you encourage case workers to resolve cases on time.
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In the navigation panel, click Case types, and then click the
name of a case type.
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On the Settings tab, click Goal &
deadline.
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Select the Consider goal and deadline check box.
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Define the suggested resolution time for a case by completing the fields below the
Goal labe.
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In the Days field, enter a positive integer.
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In the HH:MM:SS field, enter a formatted string of positive
integers that represents hours, minutes, and seconds.
For example, enter 04:15:00 to indicate the goal is 4 hours
and 15 minutes.
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In the Increase urgency by field, enter an integer to add to
the current urgency of the case.
At run time, you can review the Case Details section of a case to find out how much
time remains to meet the goal or deadline.
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Define the required resolution time for a case by completing the fields below the
Deadline label.
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In the Days field, enter a positive integer.
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In the HH:MM:SS field, enter a formatted string of positive
integers that represents hours, minutes, and seconds.
For example, enter 10:00:30 to indicate the deadline is 10
hours and 30 seconds.
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In the Increase urgency by field, enter an integer to add to
the current urgency of the case.
At run time, you can review the Case Details section of a case to find out how much
time remains to meet the goal or deadline.
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Click Save.