On Aug 11, 2008, at 10:54 AM, [EMAIL PROTECTED] wrote:
+ <field name="custRequestDate" type="date-time">
+ <description>
+ Created date and custRequestDate most likely are the
same. To be checked...
These are not necessarily the same. The custRequestDate is when the
customer (or whoever) submitted the request and the createdDate is
when it is actually stored in the system. They will usually be at
least a few milliseconds apart, and in the extreme case of a paper-
based system failure handling situation they could be days apart.
+ </description>
+ </field>
+ <field name="responseRequiredDate" type="date-time">
+ <description>
+ responseRequiredDate is the time the customer needs a
response.
+ </description>
+ </field>
<field name="custRequestName" type="name"></field>
<field name="description" type="description"></field>
<field name="maximumAmountUomId" type="id"></field>
<field name="productStoreId" type="id"></field>
<field name="salesChannelEnumId" type="id"></field>
<field name="fulfillContactMechId" type="id">
- <description>
- Field to support a location of a cust request--ie,
product literature sent to an address, service call at a localtion,
etc.
- </description>
+ <description>
+ Field to support a location of a cust request--ie,
product literature sent to an address, service call at a localtion,
etc.
+ </description>
</field>
<field name="currencyUomId" type="id"></field>
- <field name="openDateTime" type="date-time"></field>
- <field name="closedDateTime" type="date-time"></field>
+ <field name="openDateTime" type="date-time">
+ <description>
+ Used when the customer service person responsible for the
request open it for action.
+ Then you take the customer requestdate and openDateTime to
see the efficiency of the customer service people.
This won't necessarily be a "customer service person", it could be
anyone assigned to handle the incoming request. The same goes for
closedDateTime.
-David
+ </description>
+ </field>
+ <field name="closedDateTime" type="date-time">
+ <description>
+ Used when the customer service person responsible for the
request close it as resolution
+ In some customer response systems, the openDateTime and
closedDateTime can happen more than once as the customer is not
satified
+ with the resolution.
+ </description>
+ </field>
<field name="internalComment" type="comment"></field>
<field name="reason" type="description"></field>
<field name="createdDate" type="date-time"></field>
<field name="createdByUserLogin" type="id-vlong"></field>
- <field name="lastModifiedDate" type="date-time"></field>
+ <field name="lastModifiedDate" type="date-time">
+ <description>
+ Last modified date can be till the closedDateTime which
is when the customer service people say it is resolved.
+ This gives when the last action was done to see if the
steps to resolve the request are happening in a timely manner.
This isn't necessarily true as the request record could be modified
even after the request is closed/resolved.
Just remember that the createdDate and lastModifiedDate are meant to
be managed by the system and NOT by the user. In fact, they should
really be removed (and all fields in other entities like them) because
the entity engine now keeps fields like those automatically for all
entities that don't have that feature disabled.
-David
