SLA- Status and Timers
We have been using ServiceDesk Plus version 9.0 Build 9015 and loving it. I have been able to work out some of the issue raised by the techs except this one so far.
" Our SLA’s are being violated even though the tickets are in a pending or waiting state and this ultimately effects our stats and violating SLA agreements that you have put in place.
Are you able to please advise what happens when tickets are placed in the below status ? does time stop ?
· Awaiting user response- Timer stops (setup in Status list)
· Pending scheduled even- Timer stops (setup in Status list)
· Pending third part- Timer stops (setup in Status list)
· On hold- Timer stops (setup by default)
Also, we are violating the SLA for first response – this is the responding to the ticket when its logged, can you advise what timeframe we need to respond to the user request ? – we have auto responses does this not count ? does it?
I would imagine that when we cannot contact a user or we are waiting for a user to respond to us, that the timer on the SLA stops. Otherwise addressing high priority tickets in 4 hours will not suffice .""
see example below- what would change to indicate the SLA will not be breached?
