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Resolution time calculation excluding hold time/awaiting vendor time in boxi.

Question asked by caevent on Aug 16, 2018
Latest reply on Aug 18, 2018 by caevent

Hi,

 

I am using Service desk 17.1  and CABI 4.3 SP5. I configured SLA to incidents. If i change status from open to Hold or Awaiting End User Response/Awaiting vendor timer has to be off. when i change status from hold to in progress timer has to start.Is it possible??

I want to get report with Resolution time calculation excluding hold time/awaiting vendor time in boxi. Please suggest me in this regard..

 

Thanks

Latha

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