Morning all, please can you help me. For Incident tickets, I'd like to introduce 4 SLA tasks, as below.
Has anyone achieved building an SLA (task 3 above) for timely ticket updates. Example, for a P1 incident, I'd expect a work note (ticket update) to be added every 60 mins, for a P4, every 2 working days due to the impact and priority of that ticket being much lower. Is it possible to build this, so once the SLA is satisfied (a work note is added), a new SLA is triggered and the clock starts again? The reason for this SLA is to drive best ticket practice around timely ticket updates, ensuring anyone related to that ticket is kept informed within an appropriate time frame, based on priority.
Many thanks
