Case Management - OLA and Activity History

Hi,

We currently have a two tier level of support where cases will be escalated 
from our Service Desk Team to our Technical team. what we'd like to do is be 
able to monitor how long the case has been within the technical team and 
worked on before being passed back to the Service Desk for closure.

Has anyone else come across this problem before and if so how did you manage 
to overcome it? 

Any help gratefully appreciated!

Many thanks,
0
6/16/2008 2:11:00 PM
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Hi,

in my opinion, the best solution will be through plug-ins, there are new 
events (messages) for queue entering and leaving and you can buildup 
auditing solution on that level.

Also there can be much easier and simpler solution if someone challenged 
this problem before.

Erik

Mark Davies wrote:
> Hi,
> 
> We currently have a two tier level of support where cases will be escalated 
> from our Service Desk Team to our Technical team. what we'd like to do is be 
> able to monitor how long the case has been within the technical team and 
> worked on before being passed back to the Service Desk for closure.
> 
> Has anyone else come across this problem before and if so how did you manage 
> to overcome it? 
> 
> Any help gratefully appreciated!
> 
> Many thanks,
0
nomail1753 (12)
6/16/2008 8:13:08 PM
Reply:

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