Dear Experts,
I'm facing a scenario that I don't know how to resolve.. The situation is the following.
The SLA starts on the Case creation. If the user needs more information from the customer, he send him an e-mail. Then a few time after, the customer answer. Finally the user read the email and confirm the SLA can re-start. The SLA restart but at the email “created on” date.
Example:
A. 1PM – Case creation (SLA start)
B. 2PM – User request more information to the customer by email (SLA pause)
C. 3PM – Customer answer (SLA still in pause)
D. 4PM – The user read the email answer and “flag” it (SLA re-start at 3PM, the email reception hour)
Thanks,
Best regards,
Douglas