cyclic service desk sla goals

Alex Sherman

Hi,

I am trying to create an SLA goal of providing periodic updates to customers while the issue is in progress. I want our support staff to provide update visible to customer every 2 days. Meaning, that if the issue is "In Progress" and Comment for customer added, I want  the SLA counter to restart.

How can I set such SLA? 

Firas Amer

I am also looking for this. I would like to start the SLA time calculation for ongoing reaction/update time when a comment is added by the SD agent, and stop it when another comment is added, or the ticket is resolved and closed. The problem is that the the start and end actions are the same, and once the ticket is in closed status I do not want to start again the SLA counting.

As far as i know the relation between the SLA start conditions are OR. If I could define an AND relation I guess it would solve part of the issue. How to make it cyclic, would love to know.

Please share here if you have found a solution. Thanks