ITIL incident management & SLA & response time
Hello
When defining SLA's in SD+, you can configure a response time:
What is the criteria for triggering the response time? How does SD+ know that a response has been undertaken for a ticket?
Is it
- the automatic mail to the requester, when a ticket is created in the system?
- when a technician sends a first mail?
- when the request status is set to 'in progress' ?
Thanks for helping me to understand it.
Best regards, Marc
New to ADSelfService Plus?