AnsweredAssumed Answered

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.