Setup cases and resolution times based on the priorities in the SLA

Dear Aaykay,

Here is the chain of articles that explain how to set up case resolution time calculation. https://academy.bpmonline.com/documents/service-enterprise/7-13/how-calculate-response-and-resolution-time-0

Best regards,

Dean

Hi Dean,

I tried that but it still doesn't work. I did the settings as mentioned in the articles but the resolution and response times are not changing when I change the priority of the case

Dear Aaykay,

There are multiple settings required for this feature. If the time is still not calculated, then most likely some of the settings are still required. Could you please make sure that you've set up the lookup 'Case deadline calculation schemas' accordingly since its setup is commonly forgotten. In case it cannot help and you've followed all the steps from the guide, we would need to look through your system settings on our end to make sure there are no any other issues in the application. Therefore, please approach our support team via support@bpmonline.com for further help since we will not be able to investigate the issue on the community properly. 

Best regards,

Dean

Dean Parrett,

 I've reached out to support. Thanks :)