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Recurring SLA timer

mikoyan31

Here is an example of a use case we were using in our old ticket system before migrating to ServiceDesk

- Critical tickets need to have an initial customer facing update within 60 min

- Agent needs to provide a customer facing update every subsequent 60 min until the ticket is resolved.

- Every time an update is submitted, the clock resets to 60 min

- Every time that clock reaches 0 an SLA breach is recorded

- This continues until the ticket is resolved

We have discovered this is not currently a feature in the SLA engine of Service Desk. I was advised by support to submit a feature request for this, so here it is.

Regards

Craig

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Comments

lholtorf

I would agree that resetting the SLA timer if you reponded to a person is a good idea. Maybe an option for setting to say reset timer on/off so a company has the ability to do it or not?

WGPRusso

Stumbling on this post when researching the same thing. We have automation rules based on category and subcategory to go to a certain person or team... that automation of routing updates the "assigned to" which stops the SLA timer for the "no action in ____ hours" SLA. A reoccurring SLA timer would fix this - if a ticket goes without action every ___hours then an SLA trigger happens. Currently working on placing the SLA rules to go off of comments, but that is not always the case and a time-based SLA within business hours would really be great to see.