Hi Community,
I have a customer that wants to only allow the Actual Response Time to be calculated when an actual email is sent to the customer
As far as I understand the actual response time is calculated as soon as the case changes from status new.
Is there anyway to control this? Of for example linking the actual response time calculation to a specific state, or some other way to have control over when this date is calculated?
Thanks,
Luis
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Hello,
The Actual Response Time field is populated automatically the first time the case status changes. For example, this occurs when the case status is changed to "In Progress." This field is read-only and cannot be edited manually.
The calculation of the Actual Response Time field on the Case object is performed by the SLM package within the embedded process.
Please see the attached screenshot for reference.
The only way to change this behavior is through additional custom development. Unfortunately, we do not have an example of such an implementation. However, we have registered a request with the responsible R&D team to review the possibility of providing an OOTB option to customize this logic in a future implementation.
Best regards,
Malika