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Idle cases for certain period

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Posted on by Ahmad Saud

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dear all

how to identify those cases who have been created for 2 working days or more.

and what is how the system decides if this case has been responded to or not in order to validate the related response_by SLA?

thanks,

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Case Management

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Alex Fun Wei Jie 33,628 on at

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Hi

FYI.

how to identify those cases who have been created for 2 working days or more.

- you can use advanced find

what is how the system decides if this case has been responded to or not in order to validate the related response_by SLA?

- system decides based on what you set in below setting under sla rule.

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RaviKashyap 55,410 Moderator on at

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Hi,

You could use advance find to find the cases where created on is greater than 2 days. SLA criteria is defined in SLA so you can set up whatever criteria you like.

Hope this helps.

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Ahmad Saud 790 on at

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fine, but what is the action that i (as a user) may perform so the SLA is met .

i am talking about the first_respond, how the system knows that i first responded to a case?

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Alex Fun Wei Jie 33,628 on at

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Hi,

take a look the picture i shared, the setting for success criteria is the one system knows you first responded to a case.

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Ahmad Saud 790 on at

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which picture?

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Alex Fun Wei Jie 33,628 on at

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Hi,

this picture, please refer to the success criteria.

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Ahmad Saud 790 on at

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ok, i will try.

thanks,

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