For SLA rules our CIO wants an SLA to track when any incident has gone idle for more than 3 days. We setup a simple "No Comment in 3 days" SLA rule with the expectation that anytime the time between ticket comments is over 3 days it would breach. But it seems the SLA only applies to first comment. This means after the first comment the "No Comment in 3 days" rule no longer tracks on the incident. After testing and confirming this SLA flow I check with support and this is working as designed.
I'd like to see a change to the SLA "No Comment" code or an added checkbox to always track.
