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
You can't restart the clock and calculation though as it calculates from the initial response and includes any other time passed. I have found this to be an issue when I would like to pause the timer, for example when a query has gone back to the client, and I can't go forward without more information. The timer still clocks while the ticket is open.
