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Apply SLA to an updated Incident

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


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


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?



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