Hey guys,
Am trying to write an SLA that will track whether a ticket was updated w/in a specified amount of hours (say 48).
Having a little bit of trouble w/ the following:
- Setting a duration for this SLA (do I need one if the stop condition is correct?)
- Defining an accurate stop condition
We would want this SLA to reset each time a ticket is updated, so at a basic level just to see if there was ever a period the ticket went greater than say 48 hrs w/o an update.
A nice to have would be some way to count the total # of successes or breaches, so for ex
(Queue X, SLA Start)
Start
<48 hrs --> Cancelled (no breach; reset)
<48 hrs --> Cancelled (no breach; reset)
>48 hrs --> Cancelled (breached; reset)
<48 hrs --> Cancelled (no breach; reset)
Complete
So in this instance we can see that the ticket went (4) SLA Update rounds, with 1 breach. I'm familiar w/ the activity monitor, but not sure w/o writing a custom work flow for the event I can easily do this. Any ideas?
