The current mechanism to determine if a case is overdue is dependant on a hardcoded value. We need to make this configurable.

Design:

1. Add a User Defined Field in "Helpdesk Maintenance ~> Priority, Category and Group" as follows
   1. Field Name: TimeToComplete
   2. Description: Time allowed to complete this task in Hours. When this time exceeded, the case is considered overdue
      
   3. Default Values:
      1. Priority: High=4, Medium = 24, Low = 48
      2. Category: All values = 0
      3. Group: Support: 2, "System Issue" = 2, Services = 4, All others = 0
2. The following changes need to be made:
   1. "View All Calls", "Project Tasks" and "Call Monitor" - Mark as RED when the time for a case is more than the sum of the Priority, Category and Group is exceeded
   2. Outstanding Alert notifications should also follow the "TimeToComplete" settings
   3. When a comment is added with no "Follow Up Date", calculate the "Next FollowUp Date" using the sum of this configuration
   4. Do not count Configured Public Holidays and Weekends in time calculation
   5. Add a new column on "View All Calls" called "Overdue". This is the hours the case is overdue by. When > 0, line needs to be RED. Show Zero when not overdue.
   6. The order of "View All Calls" should be:
      1. Priority (High on top - see display order of Priority)
      2. "Overdue" (Descending)
      3. Category, Group (see display order) 
      4. Call Number (Ascending)

Development work for this case has been completed.

The change will be available in version:11.004

1. The following changes were made(Include Database object names, Program classes and any other relevant information):

1. Added "Time To Complete" additional fields to "Category", "Group" and "Priority" maintenance
2. Added "OverdueHours" column to "View All Calls" in procedure "LT_HEL_CallHeader_SEARCH"
3. Marked the record as RED when "OverdueHours" > 0 in "View All Calls", "Project Tasks" and "Call Monitor"
4. When a comment is added and "Next Followup Date" is not selected, the system automatically extends the "next followup date" by "Time To Complete" hours
5. Changed the display order of "View All Calls" to
   1. Closed cases are at the end of the list
   2. Closed cases are sorted by call number
   3. Open cases are sorted by:
      1. Priority Display Order
      2. Overdue Hours Descending
      3. Category Display Order
      4. Group Display Order
      5. Logged Date
      6. Call Number

2. Affected Areas:

1. View All Calls
2. Project Tasks
3. Call Monitor
4. Priority Maintenance - Additional field
5. Category Maintenance - Additional Field
6. Group Maintenance - Additional Field

3. The issue was caused by:

1. Change request

4. Notes: 
5. Next Step: 

1. Add Overdue Hours to "View All Calls" grid
2. Assign case to development for UAT

1. "View All Calls"
2. "Project Tasks"
3. "Call Monitor"
   

Development work for this case has been completed.

The change will be available in version:11.004

1. The following changes were made(Include Database object names, Program classes and any other relevant information):

1. Refactored helpdesk call select to use a common function
2. Implemented the call select function on View All calls, Call monitor and project tasks

2. Affected Areas:

1. View All Calls
2. Call Monitor
3. Project Tasks

3. The issue was caused by:

1. Improvement

4. Notes: 
5. Next Step: UAT

Development work for this case has been completed.

The change will be available in version:11.004

1. The following changes were made(Include Database object names, Program classes and any other relevant information):

1. Performance improvements to call search
2. Changed comment entry to default "Next Followup Date" based on "priority, category and Group"~>"Time To Complete" configuration. Public holidays and weekends are added.
3. Removed Last Comment date from "View All Calls" and "Call Monitor". This has been replaced with "Overdue"
4. "Overdue" is calculated with the following rules:
   1. When the case is closed, overdue is 0
   2. When ETC is passed, overdue is calculated from ETC date
   3. When ETC is in future, overdue is calculated using "Next Followup Date"
5. Color coding changed as follows:
   1. GREY - Case is CLOSED
   2. RED - ETC has passed
   3. ORANGE - Next followup date has passed
   4. BLACK - Case is RESOLVED
   5. GREEN - all other cases

2. Affected Areas:

1. View All Cases
2. Call Monitor
3. Project Tasks

3. The issue was caused by:

1. Improvement

4. Notes: 
5. Next Step: UAT

Development work for this case has been completed.

The change will be available in version:11.4.1029

1. The following changes were made(Include Database object names, Program classes and any other relevant information):

1. Corrected the "time to complete" computation for "Group" setup

2. Affected Areas:

1. Helpdesk Comment entry

3. The issue was caused by:

1. An incorrect module name was used to compute "Time to Complete" additional field.

4. Notes: For colour coding, the following order is used:

1. GREY - Case is CLOSED
2. RED - ETC has passed
3. ORANGE - Next followup date has passed
4. BLACK - Case is RESOLVED
5. GREEN - all other cases

Resolved cases that are overdue will be displayed as RED.

5. Next Step: UAT

Hi Sanjay, 

Documentation has been updated at 

• "Linkweb Application Portal - Helpdesk - Helpdesk Maintenance - Priority"
• "Linkweb Application Portal - Helpdesk - Helpdesk Maintenance - Category "
• "Linkweb Application Portal - Helpdesk - Helpdesk Maintenance - Group "

Thanks
Rashna