Rule for First Response Status

[Fikri Ahmad]

Hello,

I have SLA for the Time to First Response Within 15m. 

And have Custom Field as First Response Status with Value SLA Violated or Within SLA.

How to display automatic this Value "SLA Violated or Within SLA" based on SLA within 15 minutes or more in custom field (First Response Status)?

[Manoj Gangwar]

Hi @Fikri Ahmad  Welcome to the community! 

You can create an automation and set the trigger SLA threshold breaded 

Then edit the field first response status 

[Fikri Ahmad]

Did you mean like this : 

Already try but custom field (First Response Status) did not appear any result, blank only.

[Manoj Gangwar]

Could you please show the audit logs? 

[Fikri Ahmad]

Sorry, it working for SLA breached more than 15 minutes. The custom field (First Response Status) appear value " SLA Violated".

How about the value for "Within SLA", it still blank result. Is it use SLA threshold breached also?

[Manoj Gangwar]

Nope for that you need to use "will breach in the next 15 min. 

Then set value within sla

[Fikri Ahmad]

For this Value ""Within SLA" is should be appear below 15 minute.

Example: The SLA (Time to First Response) is not exceed 15 minute.

is not appear as " Within SLA"