Hi
I am trying to define some SLA's in SLA6.0.
I can't figure out how to set the "Start Measure When" and "Stop Measure When" fields.
For the moment I've set them to Start measure = 'TR.Status' > 0 (New) and Stop Measure = 'TR.Status' = 4 (Resolved)
I am trying to define some SLA's in SLA6.0.
I can't figure out how to set the "Start Measure When" and "Stop Measure When" fields.
For the moment I've set them to Start measure = 'TR.Status' > 0 (New) and Stop Measure = 'TR.Status' = 4 (Resolved)
This works good if I don't create a ticket and set the Status = "Resolved" directly.
So if the Service Desk solves the incident directly in the phone, they will create a case directly in Status Resolved.
But then the SLA won't attach to that case.
Any ideas how to define the Start and Stop values??
// Niklas Asplund
