Hi Folks,
I have query on SLA definitions. I have to create Both Response and Resolution SLA for the same case record. Response SLA start condition would be State == new and Stop condition would be State != New.
Now for Resolution SLA the start condition would be State != New and i will set the retroactive start == true and in the set start to what should i select in order to trigger the SLA from when the Response SLA got closed but not when case is create, opened or the task is assigned to some Assignee. The SLA start time should be the time when the Response SLA got closed.
Can someone help to achieve this scenario?
Thanks in advance..
With best regards,
Pavan
