Using JCMF can I use the SLA Time to resolution to get a more accurate resolution time?

Question

So before SLAs where a thing, I used Resolution Date - Created Date as the resolution time.

Now, since the Service Desk SLAs take on a +/- figure, would it be possible to take the SLA data and subtract it from the calculated resolution time?

This give us better data since the SLAs are paused/started on specific actions.

In formula form it would be something like

(Resolution Date - Created Date) - Time To Resolution = Easy to comprehend Resolution Time

Gökçe Gürsel {Appfire} · Answer

No worries. Just keep us in your mind ;)

Since no one answered your question besides me, maybe it'd be better if you open a support ticket in their customer portal. I'm sure they'd be happy to assist you.

Marc Jason Mutuc · Answer

Thanks! But we are already using JCMF and would like to maximize that instead.

Gökçe Gürsel {Appfire} · Answer

Hi Marc,

I just want to chime in to say that Time to SLA offers an out of the box solution for this.

Time to SLA has pause status feature that shows you how much time SLA is paused and this is shown in the SLA panel as well. You can also export pause durations, working duration, SLA start, and SLA end dates in an SLA report.

I'm one of the team members in Snapbytes. Please let me know if you have further questions.

Best,

Gökçe