SDP 7.0.0 build 7018: SLA's effect on time spent
The field TIMESPENTONREQ in the table WorkOrders appears to be adjusted for business hours as defined in the admin section of the application.
However, it does not seem to adjust for an SLA priority-level that does not respect business hours.
For example, if I have a priority called Emergency which should be resolved regardless of business hours, I would expect the TIMESPENTONREQ to calculate as the difference of CREATEDTIME and COMPLETEDTIME regardless of business hours or holidays.
SDP support, please respond.
Thanks,
Kirk.
However, it does not seem to adjust for an SLA priority-level that does not respect business hours.
For example, if I have a priority called Emergency which should be resolved regardless of business hours, I would expect the TIMESPENTONREQ to calculate as the difference of CREATEDTIME and COMPLETEDTIME regardless of business hours or holidays.
SDP support, please respond.
Thanks,
Kirk.