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Rule for First Response Status

Fikri Ahmad October 15, 2024

Hello,

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

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

First Response Status.jpg

 

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)?

1 answer

1 vote
Manoj Gangwar
Community Champion
October 15, 2024

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 October 15, 2024

Did you mean like this : 

SLA Threshold Breached.jpg

 

First Response Status 2.jpg

 

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

Manoj Gangwar
Community Champion
October 16, 2024

Could you please show the audit logs? 

Fikri Ahmad October 16, 2024

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
Community Champion
October 16, 2024

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

Then set value within sla

Fikri Ahmad October 16, 2024

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

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

SLA 15 Minutes 2.jpg

is not appear as " Within SLA"

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