We use cases and tasks to manage our customer requests. We have two classes, support and project. For support cases we have an SLA of 2 days to solve the case. Project cases have work tasks associated. Do others use this module this way and if so, how do you properly report on SLA’s, open and close times, time to complete? Do you have any dashboards that are native to Acumatica that you use?
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Using cases and tasks to manage customer requests
Best answer by vkumar
Hi
Here is the documentation link which explains an out of the box option for the Support SLA based case analysis/reporting.
https://help.acumatica.com/(W(2))/Help?ScreenId=ShowWiki&pageid=dc1abcab-2726-4ad3-ad00-1397f808ad5c
Hope this helps,
Regards,
+11Hi
We used the Support Module and Case Classes.
We modified the Generic Inquiry of Cases (CR.30.60.CL) and created a new report using Report Designer. We added the necessary fields to the reports including the fields as you said (SLA, Close Times, Complete Time)
Best Regards,
NNT
I have devoted my time and deep passion to Acumatica! 🌐 https://www.linkedin.com/in/truongpham80
1 person likes this
Hi
Here is the documentation link which explains an out of the box option for the Support SLA based case analysis/reporting.
https://help.acumatica.com/(W(2))/Help?ScreenId=ShowWiki&pageid=dc1abcab-2726-4ad3-ad00-1397f808ad5c
Hope this helps,
Regards,
VijayKumarU
1 person likes this
+1Hi
We have different forms that will allow you to check the information for a specific case class however these forms are available in 2024 R2, these forms allow users to analyze different commitments that has been setup in the case classes with SLA
Please refer this help article for more information - CRM: Case Commitment Inquiry Forms
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