Hello, We using SD 4.5 SP17 when we select the service field in the incident where SLA is defined then the Deadline field is defined based on the Registration date/time what if we need to be defined based on Assigned date/Time, is it possible?
1. Set a UI rule to set "Current date" in the "assigned time" field when the call is assgined.
2. Set a DB Rule to set the deadline by adding the required duration as value incriment to the "Assgned time" (eg: Deadline = Assignment time + 2 Hours in case your deadline is 2 hours for the type of call based on priority or uggency field)
This should do the solution if i have got your question right (you want to set the deadline based on Assignment time and not on registration time).
Max Duratuion will be calculated based on the Value in the Deadline field