Remove 'Time to first Response' SLA for tickets waiting for approval

[Andrea Vail]

Hi folks,

We have a new request type that requires approval before the ticket can be actioned.

Despite having setup what I thought was a 'No target' entry in the Time to First Response SLA for the request type, it still requires a response within 2 hours, the same as the rest of our service requests (this request type uses 'Service Request with Approvals" for the issue type)

Any ideas?

Thanks!

[Suzi Firth · Accepted solution]

Hi @Andrea Vail 

It's kind of hard to tell why it's still getting a 2 hour response time without seeing the rest of your SLAs.

However, to achieve what you want, you should have a condition on your SLA to Pause when in Status "Waiting for Approval".

Suzi

[Andrea Vail]

Thanks Suzi! We had missed adding the pause condition for the First Response (though added to the rest of the SLA config!).