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Loop SLA for Service Desk

Hello and good day,

I will create loop SLA.

My approach was equal condition (example: comment) for start-counting and end-counting. So my hope end-counting start also next start-counting. But by end-counting stop time and after next commend start counting new. I will, if I one click for command, ending first SLA AND start next new SLA.  

comment -> start SLA;
comment -> end SLA;
comment -> start SLA;
comment -> end SLA;

I need:
comment -> start SLA;
comment -> end SLA - start SLA;
comment -> end SLA;

The idea is permanent (example: every 1 hour ) timebased feedback for a ticket and not state-based. 

If its possible or what is to do? Please help me and I am thankful for every comment.


1 answer

I would do it by applying proper workflow with statuses and then applying Pause condition for status2&3:

So in the end you would have:

comment (status 1) -> start SLA

comment (status 2) -> pause SLA

comment (status 3) -> start SLA again

comment (status 2) -> pause SLA

comment (status 3) -> start SLA again

comment (status 4) -> stop SLA

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