In Creating ‘Inquiry-handling system’ for Free ; Advanced series 1, we implemented a mechanism to ask advice and review to specialized departments for inquiries that cannot be handled with help desk alone.
In this article, we will show you how to set the deadline to the Step of “Advise / Investigate” for corresponding specialized department to the request.
What is deadline for a Step?
“Deadline” refers to the “time limit” when the process is completed until so that the Issue is advanced to the next Step. By setting the “deadline” on a Step, the time which an Issue that arrived at the Step should be processed until will become obvious.
By setting deadlines on a Step, things as the following will be available.
- A notification email related to the deadline time is sent to the person in charge
- When the deadline time comes, the Issue automatically goes to the next Step
The two actions above are configured at deadline setting. In this article, we will make settings concerning the former action (notification email).
Procedures of deadline setting
In this article, we will set a deadline on the Step of “Advise / Review”. To put it in more detail, the deadline time for the “Advice / Review” Step is entered at the “Answer” Step of the help desk, and the time will be set as the deadline for the “Advice / Review” Step.
- Create a Data item of “Advice / Review deadline”
- Set up that the value of the Data item created at #1 to be set as the deadline for the “Advice / Review” Step
As we will add settings to the App you created in “Creating ‘Inquiry-handling system’ for Free ; Advanced series 1”“, so log into your account and get ready to edit the App.
Create a Data item of “Advice / Review deadline”
As shown in the following figure, add a Date-time type Data Item and name it “Advice / Review deadline”.
Open the properties of the “Answer” Step and set data edit permission so that you can enter into the added Data Item of “Advice / Review deadline” at the “Answer” Step.
Set up that the value of the Data Item to be set as the deadline for the “Advice / Review” Step
Open the property of “Advice / Review” Step, and click on the [Deadline / Email Notification] tab. On this screen, as shown below, check on [Datetime specified by data item] in “Deadline” section and select the Data Item “Advice / Review deadline” you added earlier.
Then, in “Email Notification” section at the lower of the screen, check on “1 day before Deadline” and “1 hour before Deadline”.
With the settings so far, it becomes that an email notifying the deadline to the person in charge of “Advise / Review” will be sent, at one day before and one hour before the deadline time which has entered at the “Answer” Step.
When you finish setting up so far, save and release.
After releasing, start up the Process and see how emails will be sent at one hour before and one day before the deadline, actually.
By setting the deadline, you can prevent you from forgetting to process the Issues and you will be able to lower the risk of stagnation.
That’s it, for today!
- Deadline in Each Step (Tour)
- Creating ‘Inquiry-handling system’ for Free ; Advanced series 1
- (Completed) Inquiry-handling-Advanced-ver.2
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