Summary: Tracking Duration of When an Owned by Team Is Changed

Summary: Tracking Duration of when an Owned by Team is changed Modify the One Step Assign to Team: The Out of the Box One-step only had 2 steps: 1. Prompt for Owned By Team 2. Move Status from New to Assigned. The Result is:

In this example a new child object will also be created tracking the time the Owner Team owned the Incident. New structure will be created along the way for tracking this information Incident Object:

1Cherwell Software, LLC does not accept any liability for your use of the information contained in this article and you agree to use this information at your own risk. Before attempting any modifications, please remember to create a backup of your data and test your potential changes in a development environment. Failure to take these precautions may result in unintended consequences including the loss of data and changes to your system’s configuration. If you have questions about the information contained in this article please contact Cherwell Software’s Support team. Copyright © 2012 Cherwell Software, Inc. All Rights Reserved. New Business Object – “TeamChangeHistory”: I decided to place numbers in front of each step so I can easily follow the order of each step, I also numbered then with increments of 10 so I can insert steps as I go along. Then end result for the One-Step (Assign to Team) will look like this:

The Incident will eventually look like this:

2Cherwell Software, LLC does not accept any liability for your use of the information contained in this article and you agree to use this information at your own risk. Before attempting any modifications, please remember to create a backup of your data and test your potential changes in a development environment. Failure to take these precautions may result in unintended consequences including the loss of data and changes to your system’s configuration. If you have questions about the information contained in this article please contact Cherwell Software’s Support team. Copyright © 2012 Cherwell Software, Inc. All Rights Reserved. Steps: Build the New Structure first: In a new Blueprint add 3 fields to the Incident Object as shown below: Field Name Type Character Notes DT1 DateTime N/A Default with CurrentDateTime DT2 DateTime N/A Set to the value in DT1 DTDuration Number 8 whole digits Duration Calculation based ont DT1 and DT2. While testing, the fields will be displayed on the form. One the testing is complete, the fields will be removed from the form. Create and new Supporting Object called TeamChangeHistory with the following fields:

Field Name Type Character Notes Previous Owned Text 30 Filled by the One-Step Team DurationMinutes Number 8 whole digits Filled by the One-Step New Owner Text 30 Filled by the One-Step 3Cherwell Software, LLC does not accept any liability for your use of the information contained in this article and you agree to use this information at your own risk. Before attempting any modifications, please remember to create a backup of your data and test your potential changes in a development environment. Failure to take these precautions may result in unintended consequences including the loss of data and changes to your system’s configuration. If you have questions about the information contained in this article please contact Cherwell Software’s Support team. Copyright © 2012 Cherwell Software, Inc. All Rights Reserved. Team Date Changes DateTime N/A Filled by the One-Step

Create the Form and grid as shown below – we will also need a one to many relationship IncidentOwnesTeamChangeHistorys and a Tab on the Incident Layout:

Once this is complete, the One-Step (Assign to Team can be modified:

Steps:

4Cherwell Software, LLC does not accept any liability for your use of the information contained in this article and you agree to use this information at your own risk. Before attempting any modifications, please remember to create a backup of your data and test your potential changes in a development environment. Failure to take these precautions may result in unintended consequences including the loss of data and changes to your system’s configuration. If you have questions about the information contained in this article please contact Cherwell Software’s Support team. Copyright © 2012 Cherwell Software, Inc. All Rights Reserved. Steps Continued:

5Cherwell Software, LLC does not accept any liability for your use of the information contained in this article and you agree to use this information at your own risk. Before attempting any modifications, please remember to create a backup of your data and test your potential changes in a development environment. Failure to take these precautions may result in unintended consequences including the loss of data and changes to your system’s configuration. If you have questions about the information contained in this article please contact Cherwell Software’s Support team. Copyright © 2012 Cherwell Software, Inc. All Rights Reserved. Save and Publish the Blueprint, Then Test on Rich Client. Review 1st page of this document to see what the end result should look like.

6Cherwell Software, LLC does not accept any liability for your use of the information contained in this article and you agree to use this information at your own risk. Before attempting any modifications, please remember to create a backup of your data and test your potential changes in a development environment. Failure to take these precautions may result in unintended consequences including the loss of data and changes to your system’s configuration. If you have questions about the information contained in this article please contact Cherwell Software’s Support team. Copyright © 2012 Cherwell Software, Inc. All Rights Reserved.