You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Apply SLA to an updated Incident

Accepted answer
24
Views
2
Comments
edited Oct 6, 2020 6:25PM in Agent Desktop 2 comments

Summary

How to apply a new SLA to an updated Incident that already has an SLA applied during creation

Content

We are using business rules to apply SLA's to incidents upon creation, which is working fine.  However, there is a use case that if the incident changes category to "ABC" and requires some investigation then apply a new SLA.  Is this possible or is the SLA applied only upon creation?

 

Thanks

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!