Hello,
We are using RT system with SLA as default with standard SLA it is working fine.
My requirement is when due dates are changed manually, due to a predefined SLA the due date gets changed by looking into the ticket creation date(Queue change )
Let me explain the two cases ;
CASE 1 : LEVEL 0 : CREATION DATE : 27/03/2024
SLA 3 DAYS
DUE DATE : 29/03/2024 BASED ON THE SYSTEM DATE THIS WILL ESCALATE
LEVEL 1 : CREATION DATE : 27/03/2024
SLA 5 DAYS
DUE DATE : 31/03/2024
LEVEL 2 : CREATION DATE : 27/03/2024
SLA 7 DAYS
DUE DATE : 02/04/2024
LEVEL 3 : CREATION DATE : 27/03/2024
SLA 9 DAYS
DUE DATE : 04/04/2024
CASE 2 : LEVEL 0 : CREATION DATE : 27/03/2024
SLA 3 DAYS
DUE DATE : 29/03/2024 If manually changed to 20 days this will escalate on 15/04/2024
LEVEL 1 : CREATION DATE : 27/03/2024
SLA 5 DAYS
DUE DATE : 31/03/2024 - Expected due date should be 17/04/204
LEVEL 2 : CREATION DATE : 27/03/2024
SLA 7 DAYS
DUE DATE : 02/04/2024 - Expected due date should be 19/04/204
LEVEL 3 : CREATION DATE : 27/03/2024
SLA 9 DAYS
DUE DATE : 04/04/2024
Can we achieve this use case 02