How to change the due date SLA based on category chosen during edit
Hi Dinesh
I received a request from one of my managers. She wants me to change the SLA of requests after they have been edited and the status and category changed:
any ticket with status: “In Recruitment” and category: “Contracts” – I want to make the SLA far out (1 year) because we typically recruit these providers for a long time and what is happening is that I get a bunch of Missed SLA emails daily, when in reality we need to have the SLA for recruitment type tickets relaxed.
How can I accomplish this? I thought I could use a custom request trigger and use status and category to update the SLA on these tickets but I don't see a way to do that:
is it best to do this as a custom trigger and if so, can you provide the script or function that would change the SLA based on cat and status?
As always - thank you for all your help!