Does anyone know if there is a plugin that changes the SLA of a ticket when we change its status? For example, the agent has 2 hours to put it in a status, and when they do so, the SLA changes to two days.
lpereira
At this time, you can only update the SLA automatically when you change the Help Topic or transfer the Ticket to a separate Department. Keep in mind that in order for this to work the SLA must be Transient (Admin Panel > Manage > SLA > click SLA > Transient).
Cheers.
The SLA changes when you change the Department. Maybe create a Department for the second stage of the ticket, and allow agents to transfer it. Assuming you're not closing the ticket at this point.
