IFS CALL CENTER - DEMO

can anyone explain me about the remaining Hrs under Case Creation window.

Shiraj

As per the help:

Remaining Hrs:
The number of hours remaining from the current date and time till the case focus date. The remaining hours are calculated based on:

1. Primarily, the calendar of the support key of the case.
2. Secondly (if no support key exists for the case), the calendar of any (first found) approved support agreement of the customer.
3. Thirdly (if no support agreement exists for the customer), the work schedule of the support organization for the case.

Regards

John