SLA for initial comment only
I would like to set up some way I would like to set up and SLA, or a script, but only for the initial comment or status change.
the workflow would look this this
User submits ticket
clock begins
Annoying emails begin
technician take ownership of ticket and changes status from new to acknowledged
clock stops
Any ideas on how to make this a thing?
1 Comment
[ + ] Show comment
-
The built-in SLAs are based on Priorities, so maybe you could set up "New" and "Acknowledged" Priority values, and work them into that. - ondrar 5 years ago
Answers (1)
Please log in to answer
Posted by:
Hobbsy
5 years ago
If that is the only SLA target that you need to measure for your tickets then simply set the status of "Acknowledged" to a closed status and the clock will stop, ensuring that "New" is an active status. Doind that will then measure the time between the ticket being logged and the status being set to Acknowledged as the SLA
