Question
cases
sla
7.17

Reopening case Resolution time gets updated with a new value

Profile picture for user Fulgen Ninofranco
Fulgen Ninofranco
17:49 Oct 06, 2021

Hi Community,

 

When you move Case Status from "Resolved" to "Reopened" Resolution time gets updated with a new value. Is there a way we can disable this? We wanted to retain the initial value before reopening.

 

Thanks

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Profile picture for user b.lesik
Bogdan Lesyk
16:11 Oct 12, 2021

Hi Fulgen, 

 

You can try to use Case deadline calculation rules lookup in order to achieve such requirement: 

 

Please refer to these posts to get more information how to set it up:

 

https://academy.creatio.com/docs/user/service_tools/service_cases/case_…

 

https://academy.creatio.com/docs/user/service_tools/service_cases/case_…

 

Best Regards, 

 

Bogdan L

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