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We need to implement SLA's where success criteria is:
Date (Picked from queue) - Date (Case Created on) < 4 hours
What would be the best approach to achieve this? Should we use a custom field on the case to store the difference between both Dates? And use that field to calculate if SLA has been respected or not?
Any help is appreciated.
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Thanks a lot! I think we will go with the custom field that will be populated when someone first picks the case.
We don't change case owners, we use strictly Private Queues which contain members. And members pick cases from queues they are members of. So the field that changes is the WorkerId.
There are few options to implement this. Adding a new field is one of it as it provides more flexibility. In the future you might have some "router" to route the case, and you can reuse the same field to measure the SLA. You can provide more feasibility in that design.
This is another option. If the case is in the queue, I presume the case is assigned to the team. So when there is an owner change from team to user, you can use the case last modified date to compute the SLA.
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