RESPONSE AND RESOLUTION TIME For case created via email by defulat

Hi Team,


Response time and resolution time is filled in based on the combination of case category, service type and service but when the cases are created via email only the case category is filled in and an email is sent to the customer without resolution time.

Is there a setting were we can set a resolution time only with the case category?





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Hello Amritha,


In order to change how resolution time is calculated please go to system designer -> Lookup -> Case deadline calculation schemas.


In there, you are able to choose one of the default options (one of which will suit your demand and is called "By service") or create your own rules.

To read more about resolution time calculation please refer to the academy article here.


Thank you,


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