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..