time

Can more than the response and resolution times be tracked on tickets with an SLA?

You can set up additional methods to track more than the response and resolution times on tickets. For instance, maybe you would like to track the amount of time that an SLA was in the Waiting on Vendor status. In this example, you would begin by clicking on Custom Metric in the top right corner of the SLA …

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Can certain ticket statuses be excluded from resolution time calculations?

Uncategorized / By Alan Xu

You can filter out unwanted statuses from resolution time calculations by adding additional filters to the Resolution Time metric. Clicking on Resolution time will open the editing window for this metric. From here, click on the Add Filter option on the right of the Timer is running when section. For this type of set up, you will want to select the Status filter type. From …

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