We have SM 9.50 which is newly installed and upgraded to 9.51.
We have configured Response and Resolution SLA for customer.
Setting custom flag when Response SLA is getting breached.
first Issue : at this stage SLA breach flag (in-built flag) is also getting set automatically. I have no clue from where its getting set as i have used custom alert for Response SLA Breach under 'Update Info' im setting custom flag for response SLA breach.
Second Issue : When Resolution SLA gets start on ticket, this sla breach flag status gets continued eventhough resolution SLA gets achieved in time.
I Want In built SLA breach flag gets sets only when Resolution SLA gets breached.
If anyone occurred such issue and resolved then pls share your valuable solution/inputs on this.