Proper SLA methodology with Incidents & Problems?

2 Commentaires

  • Dan Kondzela
    Zendesk Customer Advocate

    Thanks for the question, Eitan.

    The only way to communicate comments from a problem ticket over to Incident tickets is to add a comment along with submitting the ticket as Solved. I understand that this may not be the ideal workflow, but the only workaround would be to make sure the SLA Target is no longer tracked.

    The only way to accomplish this would be to utilize the macro you are mentioning. If you had a condition in your SLA Policy to say 'Ticket Tag contains none of the following (Tag)' and then apply that tag with a macro upon linking to the incident, you'd be set. 

    I apologize for the inconvenience associated with this!

  • Graeme Carmichael
    Community Moderator


    In terms of configuring SLAs to exclude Incident tickets, you should find that filter with the SLA definition:

    Does that sound like a help?


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