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smilne

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Reply with quote  #1 
Have additional fields for recording "Expected Completion Date" and "Actual Completion Date". This way the initial completion date requested by the end users does not need to be changed and we can keep a record of how long task are taking to complete. Perhaps Custom Fields could be used, but those field would have to be included in the report email sent to users for their update.
thoese

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Reply with quote  #2 
I was looking into this for Version 7.2 and I realized you can accomplish everything you need by using one custom date field.

1. Open Field Translations from the tools menu.

2. Select the Help Desk Table

3. Select the radio option for 'Display all fields for the underlying table'

3. Rename 'Due Date' to 'Requested Due Date'

4. Rename 'User Date 1' to 'Expected Completion Date'

5. Logon to Mt Web and choose Options -- Configure Email Settings

6. Switch to the 'Mail Template' tab and select 'Expected Completion Date' as one of the fields that should be sent in the email.

The only shortcoming I can see in this method is that they won't see the expected completion date using Mt Web. However it will show up in the emails they receieve regarding their tickets.

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thoese

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Reply with quote  #3 
Web Tracks 2011 allows you to handle the shortcoming described in my previous reply. You can edit the field rule (admin -- field translations -- Service Desk Module) and make the Expected Completion date 'editable' for technicians and 'shown' for end-users. You can also choose where to place this field within the ticket form.
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