What does the RECALC_INCIDENT_DUE configuration setting do?

Environment: 

Configuration settings

Resolution:

The RECALC_INCIDENT_DUE configuration setting resets the 'incidents.rel_due' time, taking into account the Response Requirements that have been set, when an incident is updated by an end-user via the "Ask a Question" page or an email.  

Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key.

Following are a couple examples to help illustrate what occurs when this setting is enabled (set to 1). Please keep in mind that an agent response along with a customer update are both required in order to trigger the rel_due to be updated. 

IMPORTANT: This configuration relies on the status of the incident to be changed to 8 - Updated. If there is a business rule that changes the status of the incident in the same transaction when the incident is updated, then the rel_due field will not be reset. 

EXAMPLE 1:
Response Requirements configured as such:

Service Intervals:  Monday - Sunday, 10:00:00 to 18:00:00 (10am to 6pm)
Response Time = 480 minutes (8 hours)
Resolution Time = 1440 minutes (24 hours)

End-user submits an incident from the end-user pages on Thursday, 04/19/18 at 10:30:00 AM.  Using the above response requirements, the 'incidents.rel_due' time = 04/20/18 at 10:30:00 (10:30 AM + 8 business hours).  Later on in the same day, the agent updates the incident and sends a response to the end-user.  Then, on 04/20/18 at 19:00:00 the end-user updates the incident. Notice that is outside their business hours. The incident status changes to Updated and the 'incidents.rel_due' time is changed to 04/21/18 at 18:00:00 (start at 10:00AM and add 8 hours).  

EXAMPLE 2:
Response Requirements configured as such:

Service Intervals:  Monday - Friday, 08:00:00 to 18:00:00 (8am to 6pm)
Response Time = 480 minutes
Resolution Time = 1440 minutes

End-user submits an incident from the end-user pages on Thursday, 04/19/18 at 10:30:00 AM.  Using the above response requirements, the 'incidents.rel_due' time = 04/20/18 at 08:30:00.  Later on in the same day, the agent updates the incident and sends a response to the end-user.  Then, on 04/20/18 (a Friday) at 07:00:00 the end-user updates the incident.  The incident status changes to Updated and the 'incidents.rel_due' time is 04/20/18 at 16:00:00 (start when business hours for that day start and add 8 hours to it, 08:00 + 8 hours -> 16:00).

NOTE:  In either of the abovementioned examples, if the RECALC_INCIDENT_DUE configuration setting is disabled (set to 0), the 'incidents.rel_due' time will remain set to 04/20/18 at 10:30:00 when a customer updates the incident.

If testing on your site, you must use email or customer portal for the Customer Entry, as a manual Customer Entry via the incident in the console does not trigger the RECALC_INCIDENT_DUE functionality and will not work.