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

    Due date calculation based on SLA clock changes

    HariKrishna Sompalli
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      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.