Hi,

 

I would like to have more details about the difference between the repsonded time and resolved time in the SLA section.

Does the escalation considered by default only the ticket with the status "open" or do we have to configure the SLA to check the status field?

 

Here are some information about our setup:

- All the ticket tickets are automatically assigned to a technician as soon a ticket is created.

- We use only the status open, closed and on hold.