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GetBestResponseTime Method

GetBestResponseTime gets the entitlement with best response time for a service request. This method selects the entitlement with the best response time metric that matches the service request priority. You define entitlement response times in the Metrics view of the Entitlements screen. This method then calculates the commit time according to the service calendar, and sets the Date Committed field and Entitlement field for the service request.

Invoked From

This method is called by the FS - Verify Entitlement SR Best Response Time workflow. This workflow is called when a user clicks the Verify Best Time button on the service request detail applet (in the service request form in the Service Request List view of the Service screen).

You can extend this workflow to generate a series of dates used for an escalation path that metrics on the agreement or a default set of values define. For example, the commit time for the first callback is 4 hours, the onsite date for the field service engineer is within 8 working hours, and the resolution is required within 3 days. Each of these metrics can be an independent metric that this method calculates and saves to the service request.