Hi All,
I am trying to setup SLA Plan that change according to Ticket Status. There are few status in the helpdesk, Only "Open" status will have "reply due" and other status will then have different resolution time.
I have setup the SLA Plan with specific criteria, however, it only pickup one SLA Plan only. Switching between statuses doesn't seems to match the criteria. I have the default SLA turn off.
May I know how this Criteria filter being applied?
Edit: It might seems weird with this...
Change SLA Plan when changing Ticket Status
I am trying to setup SLA Plan that change according to Ticket Status. There are few status in the helpdesk, Only "Open" status will have "reply due" and other status will then have different resolution time.
I have setup the SLA Plan with specific criteria, however, it only pickup one SLA Plan only. Switching between statuses doesn't seems to match the criteria. I have the default SLA turn off.
May I know how this Criteria filter being applied?
Edit: It might seems weird with this...
Change SLA Plan when changing Ticket Status