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

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.

1 answer

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

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