SLA Configuration for Progress Updates.

[Lance Waldrop]

Hi All,

We have an SLA configuration for Initial Communication and Resolution, but we also have third criteria (Progress Updates). As an example:

High Priority | Initial Communication | Progress Updates | Resolution

1                   | 30 minutes                   | every 1 hour         | 24 hours

2                   | 8 hours                        | every 3 business days | 2 weeks

Does anyone have suggestions on how to track this metric?

[Patrick Tripodi]

Hi Lance, 

I believe the only way you are going to achieve this is you have a status called Progress Update in your workflow. 

So when you provide an update, you would transition to the Progress Update status, this will then stop the timer. Have an automation that once it gets to Progress Update, it will automatically flick it back to the previous status. Timer restarts. 

To avoid having the status be changed manually, you could also simply have automation check when a comment is left, if the issue is in a certain Status, then automatically transition to Progress Update and then back to the status. This could be a way to automate it all but will let you decide on the approach. 

Example Automation
Trigger: Field Value Change (Status)
Condition: Smart value compare: {{fieldChange.toString}} equals Progress Update
Action: Transition issue to smart value: {{fieldChange.from}} 

Example SLA

Cheers,

Patrick Tripodi
GLiNTECH