Inquiry regard Support team respond SLA

Mr Han L
Giga Contributor

‎03-14-2025 08:00 PM

Hi team, 

Could i know is it a need / mandatory respond SLA for support team or any second level team? 
Means, when the 1st Level team / SD been assigned the ticket and SLA start, when the agent process to escalate the ticket, will the support team should be consider apply respond SLA ? 

 

Thanks

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎03-15-2025 12:19 PM

Hi @Mr Han L 

 

I'm not entirely sure if I understood it fully, but from what I gather, you can create the SLA with the target set to "Response" and add a condition where the assigned group is not equal to "SD." Does that align with what you're asking?

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