I'm receiving clients' applications to my queue and when they land there they are in a "Screening" mode as we don't necessarily process each application automatically.
Once we've decided to process an application we change the dedicated field from Screening to Application Review.
Now the SLA policy is set to count for cases where it's under "Application review" but when I change the value the SLA count starts form the creation date rather than the date which the count criteria was met.
Can anyone guide me on how to tackle this issue?
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