Hello all,

 

I've recently enabled the response SLA measure within our organisation (previously only using resolution).  At what point is a request considered to be 'responded to'?  What needs to be changed in the request?

 

An example: A request logged by a user has been assigned to a technician, had it's priority set, and had a public note added, and it still breached the response SLA..

 

Many thanks!