This seems a little backwards, but we want to impose some SLAs on the end user. This particular user/group has to provide us with certain information before we can provide service to them, and basically, we don't want our SLAs to start until they have met certain obligations.
So for example....
SLA: We require that the user provide us with InfoA and InfoB before we can establish Account1. We also have an SLA that says we will provide Account1 within 2 business days of receiving InfoA and InfoB.
They submit a request with only InfoA, and we can't proceed. (In the current SLA model, the "2 days" clock starts ticking now.)
We write back within one business day (meeting our "first reply" SLA) and say "you didn't provide InfoB, so we are waiting on you". (Now the clock starts ticking on them.....)
They write back 3 days later, and provide InfoB.
Now this request is 4 days old, and our 2-day SLA has already expired, but it's not anything we had control over.
Our 2-day SLA has not been met based on the ticket creation date, but in fact, it shouldn't have started because we didn't have the information we needed to proceed. We need an SLA that starts after they provide certain information, not just based on ticket creation or response time.
I suspect there is some way to resolve this with all the options available for SLAs, and maybe a trigger or automation -- but I'm not coming up with the right formula. Would appreciate some help :)
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