Schedule Date

The CSC should be using the Schedule Date field in FootPrints when fulfilling a Service Request.

This field becomes mandatory for any status other than Assigned. Ideally, when you change the status to Pending, you've begun work towards fulfilling the Service 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 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.