10 Replies Latest reply on Mar 19, 2019 7:02 AM by Sayali Wasule

    Due date calculation based on SLA clock changes

    HariKrishna Sompalli

      Is there any way to auto calculate the due date based on SLA clock changes.

      My requirement is like this:

      Currently the due date populates based on priority.

      In our instance, for priority 1 SLA is 4 hours. My clock will pauses if we choose the status as waiting for customer.

      Suppose the customer responded after 4 hours, the new due date to be calculated as actual due date + 4 hours.