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Service request attributes

Each field in the Edit Service Request dialog in NexJ CRM maps to a service request attribute. When you create rules to populate service level agreement metrics for service requests, you will use service request attributes in your Scheme code. These rules are created in the Rules Editor page in NexJ Admin Console.

The following table lists service request attributes related to service level agreements.

AttributeDescriptionData typeMapped field
openTimeDate and time when the service request is openedTimestampCreated
firstResponseDueTimeDate and time when the first response must be sent based on your service level agreement rulesTimestampFirst Response By
firstResponseTimeDate and time when the first response is sent for the service request. This attribute is applied when the user selects First Response Sent in the Edit Service Request dialog.TimestampFirst Response Time
dueTimeDate and time when the service request must be closed based on your service level agreement rulesTimestampResolution By
closeTimeDate and time when the service request is closedTimestampResolution Time


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