We have a step called acknowledged, so if the triaging team is busy, they can acknowledge a ticket within SLA guidelines and then get it assigned later. I want to configure the SLA to know that a ticket that has been assigned, is also acknowledged.
How can I make this happen?
Hi Jason,
I think the cleanest and best approach would be to add in another workflow step. Open --> Acknowledged --> Accepted (Assigned)
And then your SLA can be based on transitioning to Acknowledged.
Susan
I dont understand how that resolves the issue. What I am trying to avoid is forcing the users to do a step after (or before) it is assigned.
If I understand your scenario, they would need to both acknowledge and assign to make it assigned, so that would be two steps.
Is this correct?
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