You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Milestone configuration - Multiple attributes under 'Completes When'

in Fusion Service

Summary:

We have 2 milestones configured within Help Desk, First Response Metric and Resolution Metric. These are working, however if the Help Desk ticket is Resolved without sending a First Response the Resolution Metric completes but the First Response is still 'In Progress'. If a response is sent it will complete.

We have attempted setting up the First Response with 2 attributes under 'Completes When', one 'When User Sends a Response' and ' Status→is one of→Resolved;Transferred to Case Management'. The 'Status' attribute doesn't work but the 'When User Sends a Response' does, if we remove 'When User Sends a Response' the 'Status' then works, it is as if you cannot have 2 attributes, possibly the condition is 'and' rather than 'or'.

Tagged:

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!