Dashboard not showing SLA violations
I just noticed that we have 2 tickets in queue that have violated their response time SLA but the SLA widgets on the dashboard do not show any SLA violations. Do these widgets only show Resolution SLA violations? If so this is an EXTREME problem for our organization. Our formal SLA's do not define resolution times, only response times, since some things make take months before they are truly resolved. I have put resolution times into ServiceDesk Plus, but only because the software does not provide me an option to omit that.