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SLA Violation for response time

Question asked by sanketkumar.d on Nov 18, 2016
Latest reply on Sep 27, 2017 by Sandrav

We want to attach an event with the priority 5 tickets such that if the response time is is more than 8 hours , the SLA should get violated . 

We used the condition :

Req. Status <> Acknowledged

But with this , the event doesnt stop even if the analyst acknowledges the ticket .

 

Kindly help and suggest what the condition should be.

Outcomes