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?

Regards,

Mayan

Currently in the case section, actual response time gets filled in automatically when the case moves to in progress. Similarly, actual resolution time gets filled in automatically when the stage is resolved. They INCLUDE weekends and holidays right now, so if a case gets created on a Saturday, it looks like the actual response time was two days since our office is closed until Monday.

Is there a way to exclude non working hours and have those fields only calculate based on business hours?

Hi,

I have set up the SLA but I am struggling to setup the resolution times of the cases registered based on the priorities in the SLA.

Could someone please guide me how to do it or redirect it to where I can find it?