Are there future plans to add a response time SLA to the Incident section of Service Desk product?
I'm surprised this isn't already a feature as it's quite standard across the industry.
Were you looking to see which incidents were outside the SLA, or the average times between opening and closing?
Neither. I need to set an SLA against the initial response to a ticket. So for example, a "Critical" ticket comes into Service desk at 1pm and I need to setup an SLA to respond through the ticket system within 1 hour.
Does that make sense?
If you were to set your critical incidents as a P2, you can then set that SLA for 1.0 hours under the SLA & Priorities area of the account.
Thanks for the clarification, Oliver.
While we don't have an SLA measure yet for 'first-response-time', I will change this thread to an 'idea' for future enhancements.