we are just thinking about to optimize our workflow a little bit and want to save some time for our analysts.
At the moment the analysts are able to add their working time and what they have done by clicking on 'Add incident working time' and then enter the information and then save them. Then they have to click on 'Resolve' and enter the information for the resolution. So they have to enter information in two different windows.
My idea is to enter these information in the resolution window so they only have to enter all the information in one window instead of 2 windows.
I just tried that in a way that works but I think it is not the best way because I will create a lot of redundant data:
The analyst enters all the information (resolution, working time etc) in the resolution window. (I added some attribute to 'Resolution' BO)
Then after the resolution window is saved, an automatic action will create an new 'incident workting time' entry based on the 'Add incident working time' BO and copy some fields from the resolution window.
The best way would be to create the incident workting time directly in the resolution window with a relationship between 'Resolution' and 'Add incident working time' BO, but I don´t know how or if this would work.
Maybe someone has an idea how to solve this a better way or someone knows if this is generally possible.
Thanks for a hint.