Case Response SLA

[GD]

Hi, I'm trying to understand the built-in Response SLAs for Cases. The stop condition on the SLA is 'Case Acknowledged' = True.

Can you please advise when Case Acknowledged is triggered, e.g. what conditions is it looking for? And are they changeable ?

Thanks, G.

[Community Alums]

Hi GD,

 Case Acknowledged is triggered based on few conditions mentioned in the " Start Condition" in the SLA. Yes!! you can change these conditions.

Suppose for example , refer below screenshot for "Escalated case response - 4 hours" SLA ( this is a Response SLA), here if you check there are 4 conditions :

Start, Pause, Stop and reset , based on these conditions the SLA works:

Mark my answer correct & Helpful, if Applicable.

Thanks,
Sandeep

[GD]

Thanks Sandeep, however the stop condition for a response sla is just Case Acknowledge = True.  However I can't see what makes (and there under what conditions) this field changes from false to true.

[Community Alums]

Hi GD,

Once you have set Acknowledge is True it will not go False automatically. it will be false only when you make it manually.

Case Acknowledged means somebody have already started responding to the case from the assignment group/users.

As per your screenshot, if within 15 minutes, somebody picks up the case and start responding, then it means case Acknowledged = True. And if it fails to respond within 15 minutes then case acknowledged= False.

Mark my answer correct & Helpful, if Applicable.

Thanks,
Sandeep

[GD]

Thanks Sandeep, however I'm trying to work out exactly what criteria constitutes someone starting to respond?  Is it the case being assigned, a work note update or something else?