Hello All,
We are facing this issue where we have set the schedule source as incident field and retrieved from a custom field called schedule (referring cmn_schedule table) of assignment group. We have enabled retroactive start in this case on created field.
Now, it is getting the right schedule, and business elapsed time if the current time is falling within the schedule hours.
We have put a condition to reset the sla if in case assignment group changes. Let say , schedule is of 8-5 europe time and we are testing within that time.
This is working too fine, and triggering the sla.
But, in case the schedule is a different hours, which is outside the schedule hours, say schedule is from 9pm europe time, and we are testing before that time , then the new sla is having 0 business elapsed time , which is not correct.
It should consider the previously consumed 1 hour time since it was created, and the business remaining time should be 1 hour less.
How to do it please suggest?
