I have a requirement to implement an SLA to provide an update (customer facing comment) to the requester hourly while the ticket is 'In Progress'.
I have attempted to set this up and run into 2 issues:
Any recommendations would be very much appreciated.
It would be easier if we could see all the logic you are applying to the automation. I am not certain how to accomplish the first use-case yet also.
So far this is the logic for the SLA. It will get more complex but I need to test this in a simple scenario initially:
I believe I need to trigger the reset of this in the workflow but so far I have been unable to do that.
You will need to use a combination of automation and SLA rules.
Setup an automation rule to automatically transition the issue to a state when the agent provides a comment for the customer.
Setup the SLA so that it starts when the automation rule triggers the transition.
I could probably provide clearer instructions if you can provide a screenshot of your workflow.
Thanks for your response. I had been unable to get this to work in our more complex workflow so I have gone back to a very basic workflow to make testing easier:
We would like the SLA to run multiple times (to provide hourly updates to the client) while the issue is 'In Progress'
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