Configure SLA response time to start from the request received date

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When a SLA is applied to a case, by default, Team helpdesk add-in calculates the due date by computing the SLA response time to the current date/time. But if you want the SLA response time to be applied to the first request received date/time or when the case was generated, follow the steps below to customize it.

Go to Team Helpdesk Manager > Case Options > Other Options tab, under ‘When a SLA is applied to a case, calculate the due date by adding the response time to‘ section, you can choose the starting date to which the response time would be added. For instance, Current Time (which is enabled by default), email received time (which is the first email request put up by the caller before the case was generated), case creation time and existing due date.