Actual Response Time Calculation

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

 

Hi Malika,

thanks for the reply,

I cannot see the screen shot for some reason, can you resend it so that I can at least get a clue on a possible implementation alternative?
 

Cheers
Luis

Luis Tinoco Azevedo,

Hello 

I am re-attaching screenshot below: 

Thanks, 

for some reason me and the rest of the people here in the office still don't see it.

But I guess the question is if it possible to disable the automatic calculation of the actual response time on status change

so that it can be calculated via a custom process?
Thanks