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Updating due date when in Waiting status (SLA)

Received Response
edited Feb 9, 2016 8:58AM in Reporting & Analytics for B2C Service 5 comments


Hi All,

we are trying to get to display the time left in an open incident (or the updated due date), before it hits the SLA. That should be recalculated regularly, for example every hour, so that the agents know how to prioritize their incidents.

I know it's been a long-requested feature. We are now on the latest version and where eager to use the fields mentioned in Answer ID 7742, in particular Milestone.due_date.

I've been adding this field in a report, and it gets the initial due date of the incident when it's opened. But it doesn't change when a ticket is put on waiting, despite the fact that it puts the SLA on hold. I would assume that the due date would change accordingly (each hour it would be an hour later).

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