To revise the SLA target date for a CRM case

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The procedure to revise the SLA target date for a CRM case is as follows:

  1. Using the Advanced search spy-glass (), select CRM Case as the Search for and Search by category, and enter the Case Reference as the search criteria 1.
  2. With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The CRM Case Details window is displayed.
  3. With the Summary tab in current focus, click on Case Actions. The Case Actions window is displayed.
  4. Using the Select action drop-down field, select the specific status progression value of Revise Target Date 2.
  5. Click on Next. The Revise Case SLA window is displayed, revealing the current target completion date for the CRM case.
  6. Enter the planned Revised target date for the CRM case using the calendar icon () or type in the value directly; a time may also be specified using the clock icon () 3.
  7. Using the Revision reason drop-down field, select a parameter value to qualify the circumstances surrounding the change of SLA target date for the CRM case 4.
  8. Use the Notes field to add contextual data in support of the revised SLA target date.
  9. Click on Save. The Target Date field reflects the applied change and the scheduled SLA amber warning is automatically adjusted 5.


Note

1 Additional search criteria may need to be employed (e.g. start date range, case subject, company, status) to ensure that the correct CRM case is returned; an alternative Search by category of Contact, Contact Group or CRM communication may be selected to extend the available search fields.

2 The option is active only for CRM cases where the Revision allowed attribute has been configured for the underlying subject definition.

3 The permitted date entry format is DD/MM/YY or DD/MM/YYYY; the permitted time entry format is HH:MM.

4 These custom values can be populated by the end user via the general lookup parameter entitled System Case SLA Revision Reasons.

5 System validation rules ensure that where a Revised Target Date is brought forward, it cannot conflict with any SLA linked to the associated CRM tasks.


See related topics...

CRM case progression management overview

To reassign ownership of a CRM case

To place a CRM case on hold

To release a CRM case currently on hold

To define a general lookup parameter value

Using the search facility