We added a field to Incident called "Next Update Due". The intent was to set a date to follow up with the client on the status of their Incident. The field is set up as a Date Time picker, there is no relationship to another field. There is no action behind it. There is a column in one of the dashboard widgets that displays the next due date. But, it seems no one is using it.
Has anyone worked with or done anything like this in HEAT/Ivanti SM? We would like to make it reportable. I have an idea of a calculation rule that sets the date based on, perhaps, the Resolution Target.
I'm looking for feedback. What are you doing? How did you set it up? What do you find is the best practice?