Why my worklfow results calculated based on the previous value

SuiteCRM Forum - English Language SuiteCRM General Discussion
1

My target is, if time to response is less than or equal to 20 mins, kpi achieved equal to yes. If it is greater than 20 minutes, kpi achieved will be no.

This is on the first save , the time to response (response time - down time email) captured perfectly but the kpi achieved field still blank because it takes previous value which is by default NULL because this ticket never exist before.

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This is on the second save. Means i need to edit and save it again for the value to be captured and calculated.

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And here comes the problem, if user edit the down time email and save it , if the time to response is less than or equal to 20 minutes, the kpi achieved should be yes, but this one still display no. It still takes previous value which is 728. The user need to click edit and save again to make kpi achieved become yes as it should be.

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Can anyone help me to solve this issue. Thank you.

2

HI webdev007
good to have you on the forum.

because this ticket never exist before.

To help some to help you - maybe you can clarify some more.

Sounds like you are using the Suite Workflow feature -to populate a Calculated field: ‘time to response’: a field that users cannot edit themselves.

What is the workflow:

  • what creates the new ticket? is it a User
  • what mechanism populates the Date values in those 2 fields
  • response time ; down time email/received time
    ___ is either automatically populated or both manual?

Can you state the full details in your work flow of the ACTION section.
And the Condition section