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Restart the SLA timestamp when transferring queues

edited May 9, 2017 5:09PM in Reporting & Analytics for B2C Service 5 comments

Content

Define that the SLA for first response will be 1440 minutes when the ticket is created. I would like that when a ticket is transferred to another queue the time count is restarted.

e.g. Ticket in Queue A starts with -1440 minutes, it is transferred to Queue B with -998, but when entering Queue B it should return to the initial -1440.

Version

Service Cloud
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