Workflow

[jason.staines]

We are running 6.2.3 pro and I have a requirement for our customer services team

When a new case is created from an incoming email, a call back needs to be scheduled and assigned to the case. The call back must be made within one hour of the time the case was created to be within our SLA.

In workflow I can create a call back but the first 2 options are for the start time are either 0 hours or 4 hours from the trigger date.

How can I overcome this problem?

1. can I add an extra entry in the list so I have the option to create a call back with start date which can be 0, 1, 4 hours etc from the trigger date. I have no idea where the values or the code for this would be found.

2. Would I be better to not use the Workflow to create the call back and do this in code instead?

Has anyone else had similar issues?

[sts]

regarding 1):
I found some settings here:

• include\language\en_us.lang.php (and other language files) and
• portal\include\language\en_us.lang.php

There are definitions for 'tselect_type_dom'. You could try to add additional rows here. The first column seems to be the number of seconds for the duration (which is for 4 hours not fully correct ...):

     'tselect_type_dom' =>
        array (
    '0'        =>    '0 hours',    
    '14440' => '4 hours',
    '28800' => '8 hours',
    '43200' => '12 hours',
    '86400' => '1 day',
    '172800' => '2 days',
    '259200' => '3 days',
    '345600' => '4 days',
    '432000' => '5 days',
    '604800' => '1 week',
    '1209600' => '2 weeks',
    '1814400' => '3 weeks',
    '2592000' => '30 days',
    '5184000' => '60 days',
    '7776000' => '90 days',
    '10368000' => '120 days',
    '12960000' => '150 days',
    '15552000' => '180 days',
  ), 
  

[jason.staines]

You are a beautiful man!!! Works like a charm, thank you