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Regarding the SLA

Question asked by shwetha.gowda on Mar 13, 2018
Latest reply on Apr 3, 2018 by ArunavaS

Hi Team,

 

We need to calculate the SLA time for the Incidents in the service desk v12.9.

Please let us know the formula to subtract the Status (Pending,Hold,Awaiting) time from Open time to resolve time.

Since we dont have the SLA timer.

Please guide and update how can we get the BOXI (3.3)reports excluding the Waiting status from Open time to resolve time.

Kindly suggest.

 

Thanks

Shwetha

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