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In service desk is it possible to amend a custom automation field

Dave.Holstead@datadrivenlogistics.com
Dave.Holstead@datadrivenlogistics.com Nov 19, 2015

When creating an SLA rule in the automation section, I need to amend the default time in the "then" box.

It currently gives remind 60 and 30 minutes and breached. We have a 15 minute initial response time to email the customer back (on top of the automated reply that is sent out) and would like a reminder notification 5 minutes away from breaching the 15 minute SLA.

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Kirstin Seidel-Gebert
Kirstin Seidel-Gebert Nov 19, 2015

I'd like to have an answer for that, too. :) Kirstin

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