AnsweredAssumed Answered

SLA time for tickets

Question asked by Dev2013 on Jan 9, 2016
Latest reply on Jan 20, 2017 by jmayer
HI,

  Our customer is requesting for our monthly  SLA report for each ticket in service desk.
ie . resolution time for each ticket excluding the time when ticket was under HOLD status.

I was able to get the resolution time with pdm functions but which included the HOLD time also.How to exclude the HOLD time ?

Please help on this

Regadrs
Aswani Dev

Outcomes