HI All,

Dynamic Fields date and time  created as  Estimated Resolution Time  . I am using SLA Escalation - first response time but not using  Escalation - solution time.  I want use “Estimated Resolution Time” (Dynamic Fields date and time  ) as “Escalation - solution time”. If any ticket reach Estimated Resolution Time means  ticket solution time Escalated.

Example:

                      Ticket first response time  : 30min

                      Estimated Resolution Time” (Dynamic Fields date and time  ): some date xx/xx/xxxx 60min

How to  use Dynamic Fields date and time   as Escalation - solution time:?????

Thank you,

Regards,

Kalyana chakravarthy M .P,