Vor Kurzem aufgerufene Suchen

Keine vor kurzem aufgerufene Suchen

Remove SLA breach timer based on Ticket Type

Beantwortet
image avatar

Niklas Jensie

Gepostet 29. Aug. 2022

Dear all,
 our SLA is only based on the criteria that the ticket is classed as an incident. At the same time we don't know whether it's an incident or not until we started initial diagnosis.
 Once we decide it's a Question, Task or Problem, we would like to remove the SLA policy from the ticket. Can I do that with a trigger or something?

Best Regards,
Niklas 

0

1

1 Kommentar

Datum
    image avatar

    Jacob the Moderator

    Zendesk LuminaryCommunity Moderator

    Hey Niklas!

    You could build that into the SLA policy conditions.

    As soon as a ticket gets updated with a specific type value, this condition is no longer true and the policy is no longer applied.
    Hope that helps.

    0

    Bitte melden Sie sich an, um einen Kommentar zu hinterlassen.

    Sie finden nicht, wonach Sie suchen?

    Neuer Post