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SLA countdown resets based on activities

Hi

We want the SLA countdown to be reset each time there is activity on the ticket, even if the ticket hasn't been closed.
In other words, our business model for the SLA is that a ticket must be acted upon on a regular basis, and that tickets that have not had a note or reply added within x hours get flagged.

Is this possible?

Thanks
Brendon

Comments

  • You would probably have to write a plugin for this, you can attach to the event that a new message has been created and then fetch the SLA from the ticket and then probably update the new date.
  • Pretty positive that you would have to write a plugin for that.
    Or a script that you run with cron/windows task sched.
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