ITIL incident management & SLA & response time

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












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