SLA : activity update interval
For a customer, I must setup an sla of type : 'activity update interval'.
Example : for an incident P1, an activity 'visible to customer' must be added every 1 hour in the ticket.
Do you have any suggestions to do that ?
Thank you for your help
Regarding your concern, I just want to let you know that we have reached more resources on this.
My collaboration team is aware of this and as soon as possible we will provide you an answer.
Customer Support Engineer
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We have set-up something similar that perhaps you can build upon. We auto-page when a high priority IM has not been responded to in 15 minutes. An E-mail also works. The recipient is the assignee's manager.
We created an AlertDef record and made it work using Process Designer. See the attached f(hopefully) or how it works.