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Tim Schiller
Adhésion le 16 avr. 2021
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Dernière activité le 22 oct. 2021
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Dernière activité effectuée par Tim Schiller
Tim Schiller a ajouté un commentaire,
We have managed to work around this fairly simply. We have an additional field called "On-hold reason". It has a number of typical reasons, "Waiting for development", "Waiting for scheduled meeting", etc...
On our main SLAs we have this setup:
We have 2 SLA policies, one for VIPs and one for everyone else. But the On-Hold condition is the same on both.
The other piece of this is a simple trigger. If any ticket goes from On-Hold, to any other status, simply clear the "On-Hold reason". Then the SLAs get picked up again.
Afficher le commentaire · Publication le 02 avr. 2019 · Tim Schiller
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