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SLA with multiple cycles & Stop on 'Comment: For customer'

Bronagh Quinn Jun 08, 2016


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:

  1. I cannot seem to get the SLA to reset after an update has been provided. If a ticket is 'In Progress' for 8 hours for example, this SLA would need to run 7 times.
  2. When I use the 'Comment: For Customer' as the stop trigger on the SLA it does not stop the SLA.

Any recommendations would be very much appreciated.


4 answers

0 votes
Steven Behnke Community Leader Jun 08, 2016

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.

0 votes
Bronagh Quinn Jun 08, 2016

Hi Steve, 

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. 


0 votes
Chris Dunne Jun 08, 2016

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. 


0 votes
Bronagh Quinn Jun 09, 2016

Hi Christine, 

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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