Beverly Cutajar - APS Bank - 86795

Scenario: In the Call Submission Portal screen we have a ‘Received On’ date field which is mandatory. This field was created to show when the Incident was actually received as people in the organization can for example receive the notification of the incident on the 20th May, but log it internally on the 22nd May.

Requirement: Is it possible to have the SLA work based on the ‘Received on’ date field which is inputted by the user? This date field could indicate back dated date, and therefore we expect that if for example the SLA is of 10 days, when the call is opened on the 22nd whilst the ‘Received on’ field is 20th May, the SLA would be of 8 days, instead of 10 days.