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 · Accepted solution]

Yes, either work note updated or State of the case has been changed. it's like any changes you do in the case means it's acknowledged.

Mark my answer correct & Helpful, if Applicable.

Thanks,
Sandeep