Case SLA option (Start date of ticket or start date of case) | Voters

Case SLA option (Start date of ticket or start date of case)

Craig Bachelet

If you turn an overdue ticket into a case, the case doesn’t recognise that the ticket was overdue. A new timer starts from when the case was created

Builder option on case, to start counting SLA from creation date or based on the original ticket start date

February 3, 2022

Kamal Saran

Craig Bachelet Craig Bachelet,
We have recently added a new due date method to the case called Initial Request Date. This method can be used to consider the original ticket start date when calculating the case due date.
For more details, please refer to the following link:
Initial Request Date
https://docs.enate.net/enate-help/builder/builder-2021.1/shared-standardised-settings-flavours/due-date-flavours#ticket-due-date-methods.
Does this help?

Autopilot

Merged in a post:

Option to align start case date with ticket start date

Tijana Oljaca

As a Work Manager user, when converting a ticket into a case, I want the option to set the case start date to match the original ticket start date, even if the case is created later, so that the timeline tracking reflects when the work actually began.

2 days ago

Kamal Saran

updated the status to

open

Kamal Saran

updated the status to

under review