SLA's based upon the state of the incident

Idea created by 7490948 on May 25, 2016
    Under Consideration
    Score45
    • Adam Archer T.
    • 8015051
    • Andrew Eardley
    • Steve GALLOWAY
    • 7557381
    • 7490948
    • Kelly Whalen
    • 7372369
    • Naomi Allison

    (Originally posted on 27, August 2015)

    I would like to be able to configure a specific SLA based upon the "state" of the incident. If an incident is in a state for a specified period of time with no action or comment I want it to trigger something. I have 1 hour SLA for new/unassigned incidents, but I want to have longer periods of time for other states.

    What problem will this feature solve?: