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SLA Breach Rule & 'Get Next Ticket'

Dear Experts,

Have a couple of challenges to be addressed.

1.I have configured the SLA for timelines 'Response due' and 'Completion due'.

Query : where should I place the post-breach rules, for example when the SLA is breached, Ticket should be automatically 'Escalated' and moved to next 'Priority' picking its new timeline dues for response and Completion.

2. The only options available to get 'Next Ticket' are based on

  • Completion Due time’.
  • Priority.
  • Last Changed date and time.

Query : I need the Agent to get the 'Next ticket' based on 'Next Response due' - 1st , 'Next Completion due' - 2nd and Priority as 3rd rule.

How to bring in 'Next Response due' as an option here.



Former Member replied

Hi Vinod,

Regarding your first question:  what you need is a time-based field update, which is a feature included in release 1505.  After your tenant is upgraded, try defining a "scheduled" workflow rule, defining the timing as "On" (or "XX minutes after") "Next Response Due".  Then proceed as for any normal Field Update. 

Regarding your second question:  we need to deliver that as an enhancement.  I will add it to the backlog for a future release.  For the moment, you can only drive the "Next Ticket" based on those 3 parameters.  Thanks for your feedback.

Kind regards,


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