I have my SLA policy and in helpdesk i have created some stages on tickets. I want To met SLA auto when reach to that criteria. How I can do that. Please help if anyone knows.
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I have done same configurations but still same issue i am facing.
Could you share details of the issue? Also, your SLA definition that you are trying to configure
Sure, thanks for helping. I have one SLA close in 10days for which in Criteria section - i have define Helpdesk team, Type and in Target section - i have define Reach stage(set to close), working hours. So i expect when ticket reach this close stage SLA should met automatically.
Also I want to know how Escalation working in SLA helpdesk, mean if ticket is not move to any stage or get failed it should move to Escalation stage and email should sent to manager about this.
You can create SLA Policy Helpdesk > Configuration > SLA Policies
Specify the stage that is required to be reached in the specified time.
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You can refer this video:
https://www.youtube.com/watch?v=wHv4Xt9JhKU