ContributionsMost RecentMost LikesSolutionsRe: Response Time SLA?But this is only for the resolution of a ticket, I need to hit both response and resolution SLAs as part of our business model.Re: Response Time SLA? Hi Ash, 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? Response Time SLA? 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.
