Trigger and resume SLAs when a user updates an incident in Kingston

Ever wonder how to trigger or resume an SLA when a user makes an update to their incident ticket? This video shows you how!

Topics discussed in this video:

* Addressed a question from Community Post: SLA Restart Conditions

* Created an SLA that will trigger when a user opens an incident.

* Created an SLA that will resume an SLA in Pause when a user makes an update.

* Created a Business Rule which moves the State to In Progress when the user updates the incident.

* Opened incidents as user to demonstrate 1st SLA.

* Made update as user to demonstrate 2nd SLA.

* Dot-walked SLA conditions in condition builder.

* Demonstrated Impersonate feature.

Enjoy!