Hi,
We are currently using Service Desk 13.0 Build 13002 and was wondering if there can be multiple fields showing different Response DueBy Time depending on the group assigned?
For a single incident ticket, it can be passed around multiple groups wherein each group has their own defined SLA.
While we can trace the group resolution SLA with the field OLA Violated Time, we cannot do so for the response SLA.
Currently I think Response DueBy Time field is filled up by whoever is the 1st group that provided reply to the ticket requestor but we want to check this for all the groups if they provided a reply each time ticket is assigned to them.
We can trace this in the history logs but was wondering if anyone knows how to extract this data via reports?