Setting Due Date with SLA rule

Setting Due Date with SLA rule


Following the section "Creating and Using SLA's" in the online manual, it states -


  1. In the Create SLA page, do the following:
    • Enter the SLA Name.
    • Optionally, enter a description in the Description field.
    • Specify when you want the triggers to fire automatically.
      You can choose between Ticket Create, Ticket Update, and Field Update.
    • When you select the Field Update option, do the following:
      • Choose the field name from the drop-down lists.
      • Choose one of the following:
        1. Execute the rule when any selected field is updated.
        2. Execute the rule when all the selected fields are updated.
    • You may check the 'Calculate resolution time from ticket created time' option.
      When you check this option, the SLA considers a ticket's created time instead of its modified time to compute the resolution time.
    • Also, check 'Execute only when associated with an account' option.
But "Calculate resolution time from ticket creation time" is not an option.
How do I calculate the resolution time and take into account our Business Hours?