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Rightnow Service - Manually Amend Resolution Date on Specific Service Request as a Service Agent

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edited Feb 13, 2020 4:33PM in General Functional Discussions 2 comments

Summary

Rightnow Service - Manually Amend Resolution Date on Specific Service Request as a Service Agent

Content

Hi all

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)

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