Question about SLA conflict with automation rule

[Diego Javier Noguera Rico]

Hi all,

I have setup a SLA that says tickets are paused while waiting for customer. However, I have an automation rule set up that closes tickets if the 'Waiting for customer' status has been there for 7 days. Will these rules conflict? I can't test it myself by putting it in 1 minute, otherwise we have a big problem with all the tickets.

By conflict I am expecting that the ticket won't close since the SLA timer is not counting down, but maybe there is a timer on the backend that I can't see.

[Olga Videc · Accepted solution]

Hello @Diego Javier Noguera Rico 

It shouldn't conflict, how is your SLA set? Will it stop or pause when the issue is resolved?

If the automation rule doesn't have a condition that puts it in relation to SLA it will close issues, no matter the SLA.

Only if the automation rule has some condition on the transition that relates to SLA, for example, if SLA "Sla name " is breached.

What do you wanna achieve? 

You want the issue to be resolved after 7 days in WFC no matter the SLA, if that's the case, it will work ;)

BR, Olga

[Diego Javier Noguera Rico]

Hi @Olga Videc

My SLA will stop once the issue is set to done.

I want to close the ticket if the status has been 'Waiting for customer' for 7 days, but I also want to pause the SLA itself if the status is 'Waiting for customer'.

From the information you gave me, as well as your last conclusion, I don't think it will conflict (I hope not).

Thank you for your answer.