I am configuring JSM and I wanted to add a field in the corresponding message to the customer with SLA update/ estimated time in this particular issue. For example.
The user sends in a request for a password update. Once the admin reviews and changes status to in progress, the cutsomer would get an email notification of the status change. Within that email I would like the customer to have access to the SLA so they have a better idea of how long their request will take.
Regards,
