CASE CH-23796:

The Scheduled behavior is implemented for the states in Aranda SERVICE DESK ASDK, whose action is to return the case to the previous state once the scheduled date is met when entering that state unless the case changes status before the scheduled date. The behavior has the following characteristics:

Administration Console

• It applies to states other than initial, final and whose previous state is not initial.
• You can configure two consecutive states with the Scheduled behavior, but in the specialist console the validation will be carried out that the previous state does not have the Scheduled behavior, if so, the behavior configuration for the new state is ignored.

Specialist Console

• When entering a state whose behavior is set to Scheduled A new field will be displayed in the Basic Info which is mandatory to save the change of status, which requests the deadline by which the case must change status before returning to the previous state.
• If the status is changed before the date scheduled for the case is fulfilled, the scheduling made will no longer be taken into account.
• If the scheduling date is met and the case has not changed status, the case is returned to the previous state without modifying any other field, registering the change in status in the history.