SLAs
I'm trying to work out SLAs using GTA to make improvements to our service desk team. So far I have to admit I have been a bit puzzled. Even though there is documentation for the Servicing Reports it j...
Forum Discussion
Since posting this query I haven't actually got much further with GTA itself. There are significant limitations when it comes to drilling down into the data. The answers I kept getting back is well there is the potential to do this that and the other. Example the pause SLA button. It doesn't actually work or have any significance to the SLA timers but it is there because it has the potential to be used. IMO that is a bit misleading and if you took things for face value you could end up with inaccurate reporting. In short, data dump and put your own calculations in Excel will give you more accurate numbers!
