Manually Change Close Time

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Manually Change Close Time

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29/09/2011 22:52:20

Subject: Manually Change Close Time

Frank_Carlson
SysAider

SysAider from release 4.5

Joined: 09/12/2009
Messages: 12
Offline

We need this feature as described in this forum discussion from over two years ago.

Please provide a Help Desk Setting checkbox that allows us to override the Close Time. Customers would have the option to enable or disable this setting so SysAid would continue to operate status quo for anyone choosing this option.

We complete SR's and then sometimes go back to do the paperwork.

Please see this discussion and initial request from back in February of 2009. http://www.ilient.com/Sysforums/posts/list/1394.page#6228

This is a very important feature and the only one we miss in SysAid compared to one of the competetive solutions we formerly used.

Thank you!!

03/10/2011 14:41:09

Subject: Re:Manually Change Close Time

Ori
SysAid Customer Relations

Joined: 17/04/2008
Messages: 293
Location: Israel
Offline

Hey Frank,

As you already know, the close time is an automatic field, just like the submit time and it won’t have the option to be overwritten
However, you can use a different field (that i can generate for you) and to simply customize it with any logic you want to contain a new close time date.

You are more then welcome to contact our support (helpdesk@sysaid.com) and mention in the request that you spoke with me.

I will guide you on the request how we can perform such a field.

Best Regards.
Ori Sharon.

This message was edited 1 time. Last update was at 04/10/2011 09:10:47

SysAid support.

03/10/2011 15:00:18

Subject: Re:Manually Change Close Time

Frank_Carlson
SysAider

SysAider from release 4.5

Joined: 09/12/2009
Messages: 12
Offline

Hi Ori.

Thank you for the response. I certainly appreciate your willingness to help create a custom field, but this is not a viable option.

All our reports and metrics are based on the Close Time.

Please communicate to everyone at Ilient the importance of allowing customers to decide if they want to allow for manual close time overrides or not. Currently, uncharacteristically, Ilient seems very closed to this expressed customer need.

Thanks.

04/10/2011 09:57:49

Subject: Re:Manually Change Close Time

Ori
SysAid Customer Relations

Joined: 17/04/2008
Messages: 293
Location: Israel
Offline

Frank, i'm afraid that this feature is not in our scope for the next release. However, i indeed did some search on this.. I can create a new date field for you, then, if you have the Manager Dashboard module, i can duplicate your required reports (for example, open/closed per period). Instead of generating this report for the closed time field, it will be associated within the new custom date field.

I think that this will work perfect for you.
Let me know.

Best Regards.
Ori Sharon.

SysAid support.

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