Ticket - Initial Review Due and Completion Due prefilled

[Former Member]

Hi,

I am using SLA routing rules to assign a Service Level to a Customer based on the ABC Classification. When the customer has no classification assigned, no SLA is determined when creating a ticket. However when I create a ticket for a customer without a classification, in the overview tab in the timeline-section, the fields Customer Due and  Completion Due are prefilled with some deadlines. I need to know where this dates come from?

BR,

Bartosz

[former_member221362 · Accepted solution]

Hi

THESE DATES ARE GETTING FILLED FORM THE FINE TUNING ACTIVITY "DATE PROFILES"

Regards,

Suresh

[Former Member · Accepted solution]

Thanks Suresh,

I was looking for that

BR,

Bartosz

[AnkushPashine]

Hello Bartosz,

Please go to Help Center and search with "Configuring Service Level Aggrements" and open this hyperlink to have more details on it .Hope this helps.

Regards,

Ankush.