Questions

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how do status changes impact SLAs?

I'm curious about how changing the status on a ticket impacts the assigned SLA, and which events "stop the clock" or not. If status is changed again, does the clock start from the point where it stopped, or does it add a cumulative coun...
1 Answer
Becky Klein Last activity on 4/17/2020 11:28:10 AM by Mark Sayers

Ticket Tasks reporting and Duration (Work Days) field

Hi,
There is an attribute called "Duration (Work Days)" in Ticket Tasks reporting. Can you provide some clarification for the data this field represents, and clarify the difference between the ticket Age attribute (which is not avai...
1 Answer
Peter Mosinskis Last activity on 12/12/2018 2:13:20 PM by Mark Sayers