Hi! Is it possible to restore the SLA to a ticket without a comment from the requester? We have a use case with Jira escalated tickets, where the latest comment in the ticket would be from the agent, the status of the ticket is open and it has no SLA.
I want to add a 4 hour SLA to the ticket when the tag "waiting_for_support" gets added into it. We already set a post function for the transition in the Jira workflow which adds this tag automatically when the Jira ticket gets changed in this status.
Can this be done?
On another note: I find it really frustrating that tickets have no "has SLA" attribute which can be read or changed by triggers/automations. It would make many workflow improvements possible.
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