How to determine if a request has exceeded the agreed SLA?
We are busy evaluating SD and please need some clarification on how to determine if a request has passed the agreed SLA timeframe
Example
12:00 Request logged with 2 hour SLA
12:00 Due date is set to 14:00
12:30 Call status is changed to �on hold� (Timer should stop)
13:00 Call status is changed to �open (Timer should start)
Due date still shows 14:00. Should this not automatically be set to 14:30 to include the half hour the call was in a �hold� status?
Current Configuration:
Service Desk Plus standard edition
Build 7004
Example
12:00 Request logged with 2 hour SLA
12:00 Due date is set to 14:00
12:30 Call status is changed to �on hold� (Timer should stop)
13:00 Call status is changed to �open (Timer should start)
Due date still shows 14:00. Should this not automatically be set to 14:30 to include the half hour the call was in a �hold� status?
Current Configuration:
Service Desk Plus standard edition
Build 7004