SLAs -> Option to restart rule, not null due time - Kayako

**Jamie Edwards** · **SLAs -> Option to restart rule, not null due time -** 26-09-2007, 12:24 PM

Posted on behalf of a client.

Quote:

When a new reply is added to the trouble ticket, the value of Due time should not be nulled. A corresponding SLA rule needs to be restarted.

Quote:

Some customers’ requests need to be updated with a certain periodicity. (for instance, in case of critical error the information in tickets should be updated every 12 hours). Thus, if a ticket is in Progress status, the Due counter should be restarted each time an update to a customer is sent. (or each time a reply from a customer is received). If due time is not set in advance, the value of Due time is configured manually and escalation rule is activated.

**Jamie Edwards** · 31-01-2008, 12:36 PM

This request has been implemented and will be available in Version 4.

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