Change in Commitment Date and Time

Because of case severity or change in case priority, you might move the case commitment date and time. When you move the commitment date and time for a case, the current assignee retains the case; however, the assignee receives a full escalation interval based on the new commitment date and time, as long as there is adequate time remaining in the time-to-close. For example, if the initial escalation interval is 8 hours, the escalation percentage is 25 percent, and the current assignee has worked on the case for 20 minutes before the commitment date and time changed the escalation interval to four hours, the current assign retains the case and receive another escalation interval of 60 minutes (25 percent of four hours).