Case Escalation SLA's

[Richard T]

Hi

Can someone clarify how the OOB Case Escalation SLA's work.

Using the "Escalated case response - 4 hours" SLA definition as an example, is there actually any relationship between the 4 hour duration and the case ticket?

The documentation states: 

The escalation feature provides the following case escalation SLAs. On case escalations, because the escalation corresponds one-to-one with a case, the default SLAs are associated with the case:

• Escalated case response - 4 hours: update comments on the case escalation record every four hours.

Unless I am misunderstanding or missing something I cant see how updating the comments (does this include work notes?) would do anything to the SLA?

If you update the comment what happens to the SLA

I am sure I am just not understanding but if anyone could fill in the gaps in my knowledge I would be very grateful.

Thanks

[Swapnil Shirsik]

It seems this SLA has been made available post London release, can you check or paste screenshot of SLA - when to send section.

[Richard T · Accepted solution]

It appears that OOB the SLA definiton has no restart criteria.

Waiting for HI to respond and then I will update this question.