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In the Spring '14 Wave, Timer Control was created so that it can easily be placed in any custom entity form or customizable out of the box form. Timer Control give users a visual indication of where the case is in relation to the SLA (Service Level Agreement) goal. You can place a timer of the actual countdown on the case form to warn users of approaching/breached SLA's, you can also use this to trigger a warning condition to escalation for items at risk and deadline monitoring.The SLAs are configurable to your requirements that you want and provide. You would see how many hours/minutes/seconds is remaining or if it is exceeding the specified time/date field.
The value Timer Control uses is date/time field. There are three Option Set values to help you see if you met the deadline or not and you can have many Timer Controls in one form for different date/time fields.
Know Your Limitations
Make sure you have everything you need:
[Note: First Response By and Customer Contacted fields were created for the example below.]
6. Fill in Timer Control window and select OK.
7. Drag and drop fields to the form: First Response By, Customer Contacted, Is Escalated, and Status Reason.
4. Name your record and in the First Response By field, set the value to 15 min greater than the current date/time.
5. Select Save.
Can you see what happened? Look at First Response By field again. You will see the Timer Control is showing a decreasing number of hours, minutes, and seconds.
If you let the time exceed the time limit, the Timer Control will display with red text and begin increasing to show the time since the First Response By date/time value.
Customer Contact to Yes, the status will change to say Succeeded.
Is Escalated to Yes, the Timer Control displays in yellow.
Status Reason to Canceled. The Timer Control displays Canceled.
Now you can create a Timer Control on your forms and be able to automate a countdown for anything you need it for!! This function will be great for any scenario that you will need to make sure it is being handled. The visual tool will trigger warning condition to escalations for items at risk and deadline monitoring.
If you are interested in the new case functionality, and other Spring 2014 Wave features, PowerObjects blog has you covered, check out our Install Spring ’14 Wave blog post to learn how to update ones CRM, and be sure to visit the general PowerObjects Blog page for resources regarding previous case functionality as well as other new features of Spring 2014 Wave.