# New: Option to pause Due Date clock when in a Feedback Window

As part of the April 2026 Feature Wave we are adding a new setting for Due Date configuration, ‘**Add Resolved Time to Due Date**’. This new setting is gives an option to pause the clock for items which have been Resolved but have not yet been fully set to Closed because a Feedback Window has been configured, if you wish to run your Due Date behaviour in this way. To explain:

If the ‘Add Resolved Time to Due Date’ setting has been toggled on for the Due Calculation of a Work Item that has also has a Feedback Window configured, then the Due Date clock for the Work Item will pause when the Work Item is set to ‘Resolved’.

This means that if the the time the Work Item spends waiting in the Feedback Window will not be added to the SLA clock. If the Work Item is reopened, the SLA clock will start up again, with the amount of time that was left available when paused still available to the team before the SLA would be breached (e.g. if the work item was resolved with 6 hours still remaining on the SLA clock, it will start up again at ‘6 hours still remaining on SLA clock’ if re-opened.

<figure><img src="/files/OsDR8gQLSEDVEvGt7bo1" alt=""><figcaption></figcaption></figure>

### How to enable ‘Add Resolved Time to Due Date’ Option

To enable the ‘Add Resolved Time to Due Date’ setting, go to Builder and open the relevant Ticket or Case process. Go to the Work Item’s Due Date settings and either choose to create a new Due Date configuration or clone a current Due Date configuration. Navigate to the bottom of the Due Date configuration pop-up and you will see the ‘Add Resolved Time to Due Date’ toggle. Simply toggle this option on, and click OK to set the new Due Date configuration for the Work Item.

It is important to note that this is an optional setting, and therefore it is not mandatory that all Work Items must have this setting enabled.

<figure><img src="/files/g02QYAj9SnxYnS856twi" alt=""><figcaption></figcaption></figure>

### Due Date Display Impact for Agents?

* When a Work Item is resolved before the due date has been hit and this setting is NOT set to pause the SLA clock, the ‘Due’ label in the header of the work item would display the date and time of resolution:

<figure><img src="/files/sLVuBXQmoq0eVSxoGWhN" alt=""><figcaption></figcaption></figure>

* With this new option, if the ‘Add Resolved Time to Due Date’ setting is set to ON, this Due label will instead display the remaining time left ‘unused’ for the work item at the time it was Resolved.

<figure><img src="/files/D1AeKh0pZS68GkdljSku" alt=""><figcaption></figcaption></figure>


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