Page Comparison

130049

Expedited

Boolean field. If the field is set to Yes, it will use the Expedited SLA values found in the skills domain.

130048

Is Priority

Boolean field. If the field is set to Yes, it will assign a WI.Priority = 1 and prevent skills from changing. If the field is set to false, it will set a WI.Priority = 5 by default and allow the Set Priority by Skills action to set the priority.

42401

Priority Level

Existing field. Is uneditable by a user via UI. This field defines the WI priority and is part of the Get from pool Next logic.

120008

SLA Start Time

Existing field. This is a standard functionality that is set by a transition in the workflow. This field calculates the Work Item SLA Due Date.

120015

SLA Due Date

Work Item Due Date for completion through the workflow. The main purpose is reporting and tracking without any other additional functionalities.

120010 

Task Due Time

Work Item Task Due Date for completion out of a task node, which is calculated when a WI enters each task node. The main purpose is reporting and tracking without any other additional functionalities.

120014 

Task Target Start Time

Work Item Task Target Start Time that is calculated when a WI enters each task node. The Task Target Start Time is used in conjunction with Priority Level to define an order of Get from PoolNext.

84001

Skills

Set of system calculations. This set matches data elements of WI to fields in the Skill domain. Once the data elements are matched, an appropriate skill is assigned to the WI.

84002

Suitable Skills

Troubleshooting field. This field indicates all skills that have matched the current WI. The highest-ranked skill is assigned to the appropriate WI.

84001

Skills

REFERENCE (840 - Skills)

This field aims to determine which work items a user will pull from the Get from PoolNext button.