We set up an SLA rule today, however, when testing by sending an email, the SLA hasn’t been updated/counted down.
The example, our SLA is 1 working day. The ticket has been open for 2 hours, however, the SLA token still displays 1 day. How do we get the visual countdown?
Best answer by Eden
Hi
At the moment, it wouldn't be possible to overwrite an existing SLA that is already applied to a conversation with a new one. The only way to apply a new SLA would be to remove the old one from the conversation first, so that the new SLA rule can then apply the new SLA. This would be a great feature request though!
You can read more information about SLAs here.
Hi
At the moment, it wouldn't be possible to overwrite an existing SLA that is already applied to a conversation with a new one. The only way to apply a new SLA would be to remove the old one from the conversation first, so that the new SLA rule can then apply the new SLA. This would be a great feature request though!
You can read more information about SLAs here.
Already have an account? Login
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
