Hi.

We have noticed that when we change a complaint from the request status "On hold" to "Open", or from "Resolved" to "Closed" the system changes the response due by dates. For the latter it does not matter, but the former may cause us to breach an SLA.

To attempt to identify the problem we have tried a number of accounts, some do not change and others have changed by anything from 45 minutes to 9 days.

 

Is this a bug or a feature I can configure?  It doesn't happen for all business units, just one.  We are using build 7903.

 

Thanks,

Dave