I have configured SLA for my IT Service Desk Project. I have made trigger that it start countdown when agent start working on ticket. But I see SLA get attached with only manually created task but not applies to automatically created tickets. Does anybody faced same issue & resolved ?
Its is all open issue, 8 hrs & start when Agent make it "work in progress". I feel like manually created ticket is consider as task & automatically created ticket is consider as service request, does is thing cause issue ? I want SLA to get tie with all service request, ticket, task anything.
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