Replies posted by bhota
Hi @daniel.soderlund , I can manually check if the ticket has been responded to or not. I have to check the same thing in the condition step of workflow automator. If for example a P1 ticket is raised, I have added a timer step of 15 minutes. After this I need to check if response has been sent in a Condition step. If not sent then I will send an email to agent.
Thank you @zachary.king for the response. I think SLA is not applicable for problems but only for Tickets (Incidents and Problems). Correct me if I am wrong.Due date for Tickets would be based on SLA but how due date for problem is calculated without any SLA?I can explore using expression in workflows to set the due date as you said.
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