Setting goals and deadlines for case resolution

You can set goals and deadlines for a case type to enforce your service-level agreements, which are measured from the time that a case is created to the time that the case is resolved. By using goals and deadlines, you encourage case workers to resolve cases on time.

1. In the Explorer panel, click Case types, and then click the case type that you want to open.
2. On the Settings tab, click Goal & deadline.
3. Select the Consider goal and deadline check box.
4. Select one method for calculating your goal and deadline times.

   • This case — Starts the calculation when an instance of your case type is created

   • Parent case — Starts the calculation when the parent of your case type is created

   • Top level case — Starts the calculation when the top-level parent of your case type is created

5. Define the suggested resolution time for a case by completing the fields below the Goal labe.
   1. In the Days field, enter a positive integer.
   2. In the HH:MM:SS field, enter a formatted string of positive integers that represents hours, minutes, and seconds.

      For example, enter 04:15:00 to indicate the goal is 4 hours and 15 minutes.

   3. In the Increase urgency by field, enter an integer to add to the current urgency of the case.

   At run time, you can review the Case Details section of a case to find out how much time remains to meet the goal or deadline.

6. Define the required resolution time for a case by completing the fields below the Deadline label.
   1. In the Days field, enter a positive integer.
   2. In the HH:MM:SS field, enter a formatted string of positive integers that represents hours, minutes, and seconds.

      For example, enter 10:00:30 to indicate the deadline is 10 hours and 30 seconds.

   3. In the Increase urgency by field, enter an integer to add to the current urgency of the case.

   At run time, you can review the Case Details section of a case to find out how much time remains to meet the goal or deadline.

7. Click Save.