The customer would like to identify trends, specifically if certain departments submit service requests with unrealistic due dates. It has been identified that this could be achieved via a ‘User demand’ ref list but the customer would only like to implement this if the user demand list is automated:.
The idea would be that the User due date would be compared with the breach time (from response level) and auto populate a User demand attribute:
· If User Due date is within 1.5 days of response level breach time, then User demand = Immediate
· If User Due date is between 1.5 and 3 days of response level, then user demand = High
· If User Due date is within 3 and 7 days of response level, then user demand = Moderate
· If User Due date is over 7 days of response level, then user demand = Normal
My thoughts are this could be achieved via a calculation:
Due date – creation date = User breach time, response level breach time – user breach time = percentage of days as set out above. The result sets the User priority.
If anyone has implemented anything of this kind, would appreciate some comments, suggestions or feedback.