Hello guys,
We are using the Service Desk plugin atm and everything is great except for one thing: the reports available (by day and by week) feature only cases that were resolved (i.e. the 'stop' condition was fulfilled). If my engineers have any cases that are still being worked on (i.e. SLA was breached yesterday, but the case is still open today and the clock is still ticking), such cases will not show up in yesterday's chart.
I, however, am interested in knowing just when exactly the SLAs were breached regardless of whether the timer is still ticking or not. Unfortunately, I wasn't able to find a way to accomplish my goals with the tools available.
Does anyone know a workaround? Maybe some other plugin will help?
TY in advance.
