SLA to restart after every incoming email for wait actions
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Suraj Udupi
Business team have a 24 hour SLA in place for particular action to be responded to, however due to missing information we need to revert requesting for the same. During this time the task will be in waiting with Add Wait Time. As platform functionality when new information is received the time resumes, giving back only the remaining time. Here the requirement is instead of resuming the remaining time, we want the SLA to restart giving the full time back.
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Claudine Richardson
Hey Suraj Udupi, thanks for your feedback! I have a few more questions for you:
- What specific scenarios or use cases require the SLA to restart instead of resuming the remaining time?
- Are there any exceptions or conditions under which the SLA should not restart even if new information is received?
- How frequently does the need to restart the SLA occur in your current workflow?