You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Updating due date when in Waiting status (SLA)

Received Response
51
Views
5
Comments
edited Feb 9, 2016 8:58AM in Reporting & Analytics for B2C Service 5 comments

Content

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).

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!