Dates/Times

Select the Dates/Times tab.

Date/Time Returned

Enter the date that the job is executed. When a case is first assigned, the system supplies the current date and time in this field and the Date/Time Begin field.

Date/Time On Site

Enter the date that the service provider arrives at the customer site.

Date/Time Committed

Displays the system-calculated commitment date and time.

If the case is covered under a contract, this field uses the current date and time plus the response time guaranteed in the contract.

If the case is not covered under a contract, this field displays the current date and time plus a guaranteed response time that is based on the provider group and case type. This value is multiplied by the commitment percentage, which is based on the provider group and priority.

See Setting Up Case Priorities Using Notification Escalation Method.

and

See Setting Up Priorities Using Skill-Level Escalation Method.

Users Time Zone

Displays the time zone defined in the service provider information listed in the Address Book record for the user entering the case.

Commitment Duration

Displays the amount of time that has elapsed between case entry and case assignment.