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This field becomes mandatory for any status other than Assigned. Ideally, when you change the status to Pending, you've reached out to the customer and agreed upon a date and time to work on begun work towards fulfilling the Service Request. If you are unable to agree upon a time prior to setting the status, please select a date 2-3 days in the future, giving you time to make contact with the customer and fulfill their request The Schedule Date field should be set 5 business out (1 week), regardless of the customer expectation; please use the 'Customer Requested Date' for this use.
For example, if a Service Request comes in today (9/17 @ 10:45am) and you are working the ticket, the Scheduled Date would be set for 9/24 @ 10:45am.
If you are fulfilling the request during first contact, please set the Schedule Date to the following day. For example, today being July 2, I would click the calendar for the Schedule Date and select July 3.5 business days out as well.
NOTE: You should NOT be using the 'current date and time' checkbox, as this will use the current time, and by the time you save the ticket, you have already breached the agreed upon Schedule Date.
Please let me know if you have any questions. We have ITaP metrics around this field and when it is not set it properly, it appears that the CSC is not fulfilling requests in a timely manner.
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