04/19/2019 241 views

I would like to set up some way I would like to set up and SLA, or a script, but only for the initial comment or status change.

the workflow would look this this

User submits ticket

clock begins

Annoying emails begin

technician take ownership of ticket and changes status from new to acknowledged

clock stops

Any ideas on how to make this a thing?

1 Comment   [ + ] Show comment


  • The built-in SLAs are based on Priorities, so maybe you could set up "New" and "Acknowledged" Priority values, and work them into that.

All Answers


If that is the only SLA target that you need to measure for your tickets then simply set the status of "Acknowledged" to a closed status and the clock will stop, ensuring that "New" is an active status. Doind that will then measure the time between the ticket being logged and the status being set to Acknowledged as the SLA

Answered 05/07/2019 by: Hobbsy
Red Belt