Hi everyone,
I am currently working on creating SLA’s that are valid per area of our department.
The biggest issue is regarding escalations, and when waiting for a user to respond to a question.
My question(s): Can you reset an SLA timer when you set a status to: Awaiting User Response, or something very similar? When escalating a ticket, can you also change the timer when it is escalated?
Thank you,
Best answer by dragos.baciu
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