Request Due Date prompt when current day selected

Question

Hello again for the third time in 2 days -

Since everyone has been so helpful I'm hoping someone has come across a solution for this one.

We're finding our reporter population is abusing the Requested Due Date on our requests. They are asking for the current day resolution when the due date should really be the next day or later.

Is there a way to prompt them when selecting the current day?

We've had people select the current due date 30 minutes before Staff was done for the day, the request didn't need to be completed until the next day in the afternoon.  This is causing unnecessary reactions to our backend technical teams.

My team is now manually reaching out to reporters questioning their choice, but I'd like to automate this in some fashion.

Anyone else run across this need?

Thanks,

Devin

Devin Ponda · Answer

We felt it was the best way to establish priority for our agents. We used to allow requestors to choose a Priority but that's so subjective.

4 days in the future would not be acceptable here.  We have same day resolution for a lot of tickets, some next day.

Who's to say they've chosen an incorrect date; it really comes down to when they NEED it by.

Lately, I've found that by continually educating employees during all team calls we've seen improvements.

To me, a requested date establishes the need or urgency and allows teams to prioritize.

Josh Costella · Answer

Hi @Devin Ponda

I'd be interested to hear why the requestors get to choose a date at all?

We have a similar situation but for a completely different purpose. We put a note on the date field in the portal that the date must be at least 4 days in the future and a workflow validator that stops the ticket from being submitted.

While it doesn't pop up with a message the note does explain that if they choose the incorrect date, the ticket will be prevented from being created.

Devin Ponda · Answer

Thanks Tessa.

We're using Cloud and we need this to popup when the requestor is entering the information in the Portal then adjust the request as necessary.

We actually hoped the Forms would allow some conditionally features but it doesn't seem to apply to Date/Time fields.

-Devin