Steven LeBoeuf

Private comments and SLA

Discussion created by Steven LeBoeuf on Aug 21, 2015
Latest reply on Aug 23, 2015 by Yuval Pecht
It appears that private comments do not "count" as a comment in regards to the target "Incident not commented" regarding SLAs. Is this correct and by design? Some incidents don't require a response to the end user...

Also, is there a way to override the target "Incident not commented" SLA for self-assigned incidents? I don't want an SLA breach for an incident that I created for myself and assigned to myself. Right now, I have to respond to every incident that I create and assign to myself.