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.
|Attribute||Description||Data type||Mapped field|
|openTime||Date and time when the service request is opened||Timestamp||Created|
|firstResponseDueTime||Date and time when the first response must be sent based on your service level agreement rules||Timestamp||First Response By|
|firstResponseTime||Date 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.||Timestamp||First Response Time|
|dueTime||Date and time when the service request must be closed based on your service level agreement rules||Timestamp||Resolution By|
|closeTime||Date and time when the service request is closed||Timestamp||Resolution Time|