Difference between revisions of "TimeTrackerCaseInProgressTimeUserGuide"

Revision as of 21:51, 7 May 2018

Difference between revisions of "TimeTrackerCaseInProgressTimeUserGuide"

Revision as of 21:51, 7 May 2018

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-'''CVSC – CONFIGURE'''
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-----
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-.	You have to add '''CaseInProgressTime''' custom object related list to '''Case''' layout to track your case InProgress time.
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-. '''TimeTracker''' settings :
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-.1.	  On  '''TimeTracker''' tab:
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-.1.1.	Field '''Status''' determines which case statuses will be tracked, values are entered separated by comma;
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-.1.2.	Field Refresh '''Schedule(min)''' determines how often will '''TimeTracker''l refresh '''CaseInProgressTimes'''  '''IsBusinessHours''' flag, which is used to exclude non-business hours from Duration;
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-.1.3.	Field '''Enable CaseInProgress Calculation''' allows you to enable/disable '''CaseInProgress Calculation'''. ''Note that if to  disable it, TimeTracker will delete all open CaseInProgressTimes, except closed CaseInProgressTime records. Also, enabling TimeTracker will affect future Case objects changes.''
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-[[File:Pic1.png|800px|center]]
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-.2. Custom setting Field Names (CVSC__Field_Names__c) allows you to configure additional field changes tracking.
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-For Example, if you would like to add Case.Priority changes tracking, then you'll have to add additional field Priority__c in CaseInProgressTime(CVSC__TrackingTime3__c) object, and create custom setting '''Field Names (CVSC__Field_Names__c)''' record with:
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-Case field = Priority
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-Log field = Priority__c
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-[[File:Timetracker2.jpg|800px|center]]
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-'''CVSC - IN ACTION'''
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-----
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-  '''TimeTracker''' allows you to track '''duration''' of your cases being proceed by support team in '''real-time'''.
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-  '''CaseInProgressTime''' custom object contains '''Case lookup''' field, '''Case Owner''' field, '''Case Status''' field, '''Duration''' field and '''Closed''' field. So, in our example
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-  '''Case''' was in '''Status''' ‘''New''’ when '''Case Owner''' was ‘''Stas Zoria''’ for '''1 hours 53 minutes 19 seconds''':
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-[[File:Pic2.png|500px|center]]
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-  If we refresh page, '''Duration''' field will be recalculated. Now its value is '''1 hours 55 minutes 37 seconds''':
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-[[File:Pic3.png|500px|center]]
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-  Let`s change '''Case Status''' to ‘''Escalated''’. As we can see, '''Closed''' checkbox is checked now and '''Duration''' field will no longer change. So, '''Case''' was in '''Status'''
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-  ‘''New''’ for '''1 hours 57 minutes 18 seconds''':
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-[[File:Pic4.png|500px|center]]
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-  Also, as we earlier configured '''TimeTracker''' to track ‘''Escalated''’ '''status''' too, new '''CaseInProgressTime''' record was created:
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-[[File:Pic5.png|500px|center]]
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-  ''Note that if you change Case Status and THEN set this status to be tracked, it wont affect that Case.''
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