Rightnow Service - Manually Amend Resolution Date on Specific Service Request as a Service Agent
SummaryRightnow Service - Manually Amend Resolution Date on Specific Service Request as a Service Agent
Apologies if this is the incorrect forum, we currently use Rightnow Service Cloud and our default SLA (resolution date) on all service requests is 3 working days.
On some occasions, the service agent will agree with the end user (employee who raised the service request) that the request may take longer than the standard 3 day.
We are currently unable to manually amend the resolution date on the specific service request (we used to be able to on our old ERP Oracle EBS)