I would assume that the no actions taken starts from ticket creation and the heart of my question is when does the timer start and does it start again after no action or no state change has occurred? Meaning if it changes to a certain state, once there, does the timer start again for the case of no state change (or with no action criteria, then there's an action, then no action)?
Enhancement/Feature Request:
SLA timer needs to be based on the target(no action or no state change) for the time specified not by ticket creation, but by the last target (action taken or state change) time. For example, if I take an action after ticket creation but an action does not occur for another 6 days and I want to be notified every 2 days including the day of breach, I would set it up as follows:
Target = No actions taken With in 6 days
The initial pre-breach would be 4 days and the final pre-breach would be 2 days.
The scope is the particular ticket category I want to monitor.
All states in the ticket process flow are enabled for SLA timer notification based on that ticket categorization.
And notification is selected to be sent to the appropriate users.
The result of this configuration is that if no action is taken on this ticket after every 2 days, I get notified. Now I understand that something like no action is more difficult to measure against, but no state change or comment might be more simple to measure against.
