(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?:|