Scenario where due date and response due date will be same in ticket

Scenario where due date and response due date will be same in ticket

Response Time is 4 Hours
Due Date is 5 Days,
Assume Current Day is 1-Jan-2024 12:00 AM

Now when the SLA Applies,
DD is + 5 days => 6th Jan 12 AM
Resp DD is +4 Hours=> 1 Jan 5PM,

Response Due Date will be recalculated whenever a CX replies to the ticket,

If the CX replies after 6th Jan 8 AM, then the newly calculated response due date could overshot the DueDate, In this scenario, we reset the RespDD with same value as DD.

In this case, we can info customer to turn on "Only for first response", so that response time calculated for first response alone.