Currently it appears that SLA's can only be set to escalate after first response violation or total time the ticket is open.

 

Is it possible to have the SLA escalate after so many days from the last action on a ticket?

 

For example, if a technician sends an email or adds a work log the countdown restarts but if no activity either email sent or work log added then after .x. days it gets escalated or someone gets an email notification.

 

Thanks for any help or ideas,

Robin