Auto-Assign and SLA

Idea created by 7689005 on May 25, 2016
    Long term plan
    • 7689005
    • Jason Golec

    (Originally posted on 29, April 2016)

    I have seen a few Auto-assign requests but not this:


    We have a group that receives all incidents based on an email address and hits there queue automatically. At times those requests might miss our 2hr SLA and since they stay in a state of "NEW", they get flagged. It would be great if they were set to "Assigned" since they are auto assigned to the group. This prevents us from having to set multiple SLAs.

    What problem will this feature solve?: