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SLA should start after new group assignment (where as SLA is incident area based)

Question asked by SiladityaDhar on Apr 12, 2018
Latest reply on Apr 18, 2018 by Derek_Li


In our CA sdm environment currently SLA is working based on incident area. But customer wants to change the workflow ,now they want if any new ticket is created in ca sdm 1st they will open the issue and work on it. If they are not able to resolve the ticket they will pass this to our group and we have to work on it. 


Now problem is when they assign the ticket to us then only SLA will start when Ticket is on their bucket SLA will not work..


Please suggest me what we can do .