Details
-
Suggestion
-
Resolution: Won't Fix
Description
It would be really useful to be able to define an SLA based on when a ticket leaves a certain status in addition to entering a certain status. A simple case is where I want to set an SLA on when a ticket that is Escalated is moved to a different status. Right now, I need to specify start on "Enter: Escalated". Stop has to be defined on every possible status that could come after Escalated. If I add a new transition for Escalated in the future, I need to remember to update the SLA.
If I could define Stop as "Leave: Escalated", then I would start the clock on entry and stop the clock on Exit.