Hello, thank you in advance with helping with this question! Please see below:
Situation: My team uses a Smartsheet intake form to take work requests from other teams. This populates into a sheet with the needed information to move tickets to different status' (ex: New Request, Active, Backlog, Triage Required).
All of these status' are tied to SLAs of how long they are able to remain under that status. (ex: Backlog = 5 business days, New Request = 24 hours).
Issue: I am tracking these SLAs by manually counting from when it changed to the specific status to determine the overdue SLAs. I want this process to be more automated.
Question: How can I track/get notified when a status has gone over its SLA days since they all have different total number of days for each SLA?