Siebel Field Service Guide > Service Requests and Solutions > Process of Administering Service Requests >

Setting Default Date and Time for Opened Field

The Post Default Created Date To Date Saved user property in the Service Request business component controls the behavior of the Opened field in new service requests. For more information about user properties, see Using Siebel Tools.

The values for the Post Default Created Date To Date Saved user property follow:

• TRUE (Default). Sets the value in the Opened field of a new service request (the creation date and time) to the date and time when a user first saves the record (when the record is committed to the Siebel database).

  This setting can help your organization to meet its service-level commitments. If the Opened field on a service request displays the time and date a user opens it, instead of the time and date that a user first saves it, then the service request ages by the length of time that it takes the user to enter the service request data before a customer service representative (CSR) can see the service request in Siebel Field Service. If Siebel Field Service uses the time when (and not before) a user completes and saves the service request, then your service personnel can use the fully allotted time to respond to service requests.

  For example, a customer has a 24x7 entitlement with a 1-hour response time metric. This customer enters a service request in Siebel Field Service. Note that 30 minutes elapse from the time this customer opens and begins entering a service request until the time the customer completes and saves it. If the time in the Opened field is when the customer first created the service request, then your company CSRs must respond in only 30 minutes. If the time in the Opened field is when the service request is committed to the Siebel database, then your company must respond in 1 hour.

  This setting can, however, set the value of the Opened field later than the Last Updated field because the value for the Last Updated field is set when a user creates the record, but not when a user first saves it.

• FALSE. Sets the value of the Opened field of a new service request to the date and time when a user first creates the record. If your company business process mandates that the time for a service request starts from when a CSR starts answering a customer call, then use this setting.

This task is a step in Process of Administering Service Requests.

To set the default date and time for the Opened field

1. Log in to Siebel Tools as an administrator.
2. Lock the appropriate project for editing.
3. In the Object Explorer, navigate to Business Component.
4. Query for the Service Request business component.
5. Navigate to Business Component, then Business Component User Prop.
6. Query for the Post Default Created Date To Date Saved user property.
7. In the Value field, enter the appropriate value.