Currently we have added 3 Plugins which gives different data for us in order to track the SLA, but the data that comes from these plugins does not actually fulfill our requirements:
- SLA time reports – We need to specify the start status and end status which will start the timer once the start status is reached. In this way we do not have control as the user can select different status throughout the lifetime of the ticket.
- Time in Status – This plugin gives the time that the incident was in that specific status on the whole. In this way we cannot track the time in a specific status was actually with specific team or individual.
- Time between Status – This is just a time which simply notifies us once the specified time is breached and a comment is made on the incident. This does not serve any purpose for our requirement currently.
Kindly suggest alternatives to those plugins that can better fulfill our aforementioned requirements.
