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Hi there,

I’m trying to configure a last modified SLA but running into a slight issue with how it works. 

For example:

  • When a incident service record has not been modified within the last 15 hours (in certain statuses) - Send a reminder to update the service record.
  • If the administrator updates the service record following the reminder reset it.
  • Following the reminder, if a further 5 hours passes without an administrator updating the service record, set the custom field ‘Last Modified SLA’ to be ‘Breached’. 

The issue I’m having is the ‘Escalation Agent User’ is resetting the last modified date every-time an escalation rule runs. I don’t believe I can use the ‘Reset Escalation Level’ because that would mean the SLA would never be breached due to the ‘Escalation Agent User’ setting the ‘Last Modify time’. 

Example:

Reminder:

Escalates service records with type Incident, only non-merged tickets, with status Active, with priority P1, (Request time > 02-09-2024 And (Status = New Or Status = Open Or Status = Customer Response Received) And Escalate Reminder 75% Is empty And Modify User <> none) Triggers on 0 hours 23 minutes after ModifyTime. Notifies: Administrator, Administrator's direct manager. Set the following fields: Escalate Reminder 75% = Sent


Breach:

Escalates service records with type Incident, only non-merged tickets, with status Active, with priority P1, (Request time > 02-09-2024 And (Status = New Or Status = Open Or Status = Customer Response Received) And Modify User <> none) Triggers on 0 hours 30 minutes after ModifyTime. Notifies: Administrator, Administrator's direct manager. Set the following fields: Escalate SLA = Breached


My question is - I need to be able to reset the reminder IF a user has updated the service record following the reminder. Any ideas?

Hello Justin,

 

The last modify time means more than the last update made by an administrator on the ticket, as it includes any change applied to the Service Record, including Escalation Rules being applied. 
The reminder should be sent if 15 hours pass without any actions on the SR, being followed with the SLA Custom field to be modified to Yes if another 5 hours pass after the reminder.
In order to have the last modify time not affecting the SLA, instead of using the "Last modify time" for the reminder, you can have it replaced with a timer.
This way the timer doesn't reset as it keeps counting. However using multiple timers would not be recommended.

 

If you feel that more assistance is needed while configuring the rules you can submit a Service Record that can be treated as an incident/request with our team's assistance.

The Service record can be created by clicking the 'Create a Service Record'  located in our Support Section from our Page dedicated to our customers:

https://www.sysaid.com/supports

Please feel free to reach out if you have any further questions or need assistance with anything else.

 

Have a great day!

Hello Justin,

 

The last modify time means more than the last update made by an administrator on the ticket, as it includes any change applied to the Service Record, including Escalation Rules being applied. 
The reminder should be sent if 15 hours pass without any actions on the SR, being followed with the SLA Custom field to be modified to Yes if another 5 hours pass after the reminder.
In order to have the last modify time not affecting the SLA, instead of using the "Last modify time" for the reminder, you can have it replaced with a timer.
This way the timer doesn't reset as it keeps counting. However using multiple timers would not be recommended.

 

If you feel that more assistance is needed while configuring the rules you can submit a Service Record that can be treated as an incident/request with our team's assistance.

The Service record can be created by clicking the 'Create a Service Record'  located in our Support Section from our Page dedicated to our customers:

https://www.sysaid.com/supports

Please feel free to reach out if you have any further questions or need assistance with anything else.

 

Have a great day!

 

Following a call with SysAid, We’ve gone with a new timer. I have also raised a couple of feature requests in the idea section to see if the functionality can be expanded further.

 

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