Nested SLAs

Idea created by Brian Tessoff on Apr 18, 2018
    New Idea
    Score5
    • Olivier Paratte

    I'd love to have the ability to nest SLAs within each other. For instance, we have a team notification when an incident hasn't been assigned within 4 hours, but we also have a team notification when no comment has been added within 4 hours. It'd make more sense if we could have the comment SLA nested within the assignment SLA. That way, an incident can be picked up, then the comment timer starts.

    What problem will this feature solve?:
    We'd have better SLA tracking for when a technician reaches out to an end user.