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'Primary Incident Estimated Duration' does not get populated when converting a case to a work order

Posted on by 664

When I convert a case to a work order the field 'Primary Incident Estimated Duration' does not get populated although the Incident Type has a Duration. Has anybody else experienced this? Any suggestions?

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  • Verified answer
    Lucky Dog Profile Picture
    Lucky Dog 664 on at
    RE: 'Primary Incident Estimated Duration' does not get populated when converting a case to a work order

    Thanks Thomas. on of my colleagues figured it out; when you create a WO directly, or update the primary indent type on the WO it takes the duration correctly from the duration of the incident type. When you create the WO by converting a Case to a WO it takes it from the tasks attached to the Incident type. If there are no tasks with a duration the WO Primary incident Estimated duration is then zero. I'll raise this as an idea - perhaps vote for it. Thanks for getting back.

  • Thomas David Dayman Profile Picture
    Thomas David Dayman 11,323 on at
    RE: 'Primary Incident Estimated Duration' does not get populated when converting a case to a work order

    Try removing and re-adding the primary Incident on the work order and see if it gets updated then? I had this issue before it looked like the duration doesn't get updated if the Work Order gets create with the Primary incident but it does get updated if you add the Primary Incident after the Work Order gets created.

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