Very unique situation here. I'm needing to have our future dated (hold status) SLA only start once its reached the due date but am needing it to include all other hold statuses/pending statuses from when it flips from the due date. Right now, once it flips back to a different status, the SLA timer goes back to when the ticket came in for the Requester Wait Time. Help?
Needing to have timer start after removed from specific hold status on SLA
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In considering your scenario, achieving this might be challenging due to the SLA activation linked to ticket priority settings. One potential solution could involve creating a trigger or automation. This automation would add a tag when the due date is reached, enabling the completion of the ticket priority field, and thereby initiating the timer.