Is there an easy way to stop and start the clock?
Does ServiceDesk Plus give you the ability to start and stop the clock once a ticket is opened?
We have a customer whose SLA requires us to respond to any issues and start action within 4 hours from the time the ticket is created.
But if we have to call the customer and they don't reply we want to halt the clock and start it up again when they reply.
So in theory it may take 24 hours of a wall clock time to get the response but leass then 4 actual hours for us to respond to the customer.
Does ServiceDesk Plus offer this functionality or would it have to be custome coded?
Regards,
asmolek
We have a customer whose SLA requires us to respond to any issues and start action within 4 hours from the time the ticket is created.
But if we have to call the customer and they don't reply we want to halt the clock and start it up again when they reply.
So in theory it may take 24 hours of a wall clock time to get the response but leass then 4 actual hours for us to respond to the customer.
Does ServiceDesk Plus offer this functionality or would it have to be custome coded?
Regards,
asmolek
Topic Participants
asmolek
Bradley Munsen
JJMan_me
ServiceDesk Plus
lspjeh