SUI visual indicators have evolved!

-- Gray Carper (gcarper@med.umich.edu)

Through our Subsequent Update Interval SLCs, we’ve committed to writing public updates once a day for Incidents and once every two days for Questions/Tasks. When we first rolled the SLCs out, though, ZenDesk wasn’t capable of displaying accurate visual breach status indicators based on these definitions. (We cobbled together an approximation by using ZenDesk’s Next Reply Time, which tracks the time it takes us to reply to a submitter comment, but  that doesn’t cover cases where a submitter never writes a comment.)

That has been corrected today. Thanks to a new feature in ZenDesk, which measures exactly what we want from SUI SLCs, you’ll now see visual indicators on individual tickets - and in Views with a next SLA breach column - that accurately inform you when your next ticket update is due.

If you have any questions, please contact PIM.