AnsweredAssumed Answered

events has to trigger from ticket saved time not from open date

Question asked by madhavi.b on Mar 1, 2016
Latest reply on Mar 7, 2016 by jmayer


In Current scenario of ca sdm, SLA setup is setup in such a way that the events are calculated from Open date/time


Can we have any option that  events start to calculate from the first time the ticket is saved.


for example, we have a ticket where there is a time gap between Open time and when the ticket is saved. Lets say time gap is 15 minutes (In our case response violation time is 15min) - it means it is violated here. Can we have any option to calculate the time once the ticket is saved?