I'm working to configure an SLA for Update Frequency. It should be specific to the priority of the issues (i.e. low priority = 24h Update Frequency, Moderate = 4h Update Frequency, High = 30m Update Frequency, and Critical = 15m Update Frequency). If its not clear by the name Update Frequency should count down from either when the ticket is created or when the ticket has a comment to the customer and then reset when another comment is left, and if no comment is left, it should be a breach.
Right now, I have it set up as seen in the attachments. Please let me know if anyone has any suggestions to get this to work.
