790
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,
ok, i will try.
thanks,
Hi,
this picture, please refer to the success criteria.
which picture?
Hi,
take a look the picture i shared, the setting for success criteria is the one system knows you first responded to a case.
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?
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.
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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