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
Hi Suraj Udupi,
Thank you for taking the time to share your feature request with us and for answering my questions. We truly appreciate your input and value your ideas as they help us improve and better serve your needs.
Our team will carefully review your suggestion and assess how it aligns with our product roadmap. While we can't guarantee immediate implementation, please know that your feedback is important to us and will be considered thoughtfully.
If we need any further details or clarification, we’ll be sure to reach out.
Thanks again for helping us make our product better!
Warm regards,
Claudine
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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?
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Suraj Udupi
Claudine Richardson
- Specific scenario would be "Wait for more Information", for Case, Action or Ticket.
- Instead of capturing exceptions, can we have a toggle option in the builder similar to "Add Wait Time". If only required for particular process or action, we will toggle it on.
- This ask is from particular process, and for their case process one particular action this option is needed. The frequency is for every case created.