Turnaround time can be used to document your expected turnaround time but I'm reasonably sure there is no functionality as standard in that field. It was used in HelpDesk and I think carried over.
Colour does indeed have to be on the query and also set to be a background colour to 'work', I'd also set it to not display on Console based queries so it looks neat. On webdesk based queries you have to leave it set as display. The standard background service will process escalation points and if you have set a change of colour, that will be the point at twhich the colour will change. You might want to set the colour at a 0% point to get it in quickly.
You can also change the colour as part of a process with a little bit of work.
With regards to changing color in the process, if there documentation available for that. I didn't see it in the LDSD Administrator guide.
A lot of the 'good stuff' with LDSD is being creative with the design tools. So the bit you need on colourising is here :-
OK you will need to modify this as your milage may vary, but I used it to mark certain types of changes with a given colour.
Andy Parker has created some good, almost excellent :-) templates and ideas here :-
It continues to surprise me how often with 7.2 something could not be done, only to find that you can with 7.3
I'm trying to create a condition that will change the color of an Incident based on the information in the ticket window.
Looking at that documentation it doesn't really say anything about doing it as a condition.
What I was is something like:
If usr_testinggroup = Windows 7
Color = (some color)
Is this something that is easier with a calculation or by using an Action window?
You'd write the condition first and that may or may not ened a calculation depending on how complex that condition needs to be.
Then you'd use that condition in the process to fire off an automatic action to change the colour as per the article.
That's what I thought.
- Side question -- with setting colors using Response levels, if the color kicks in and the "Completion" status is reached (Assigned to a Tech), shouldn't the color be removed automatically too?
Thanks in advance.