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.
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'
To answer “How scrum works,” most of the teams I've worked with first addressed the question: “where to start?” That question applies to both implementation and improvements on the Scrum framew...
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