Rule for First Response Status

Question

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)?

Fikri Ahmad · Answer

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"

Manoj Kumar Gangwar · Answer

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

Then set value within sla

Fikri Ahmad · Answer

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?