I love the SLA capability, but it just isn't working for our organization. We don't run a 24-hour support desk, so when a request comes in after-hours, it always violates the short-term SLAs (like "Time to First Response") because we're not around to handle it right away. If issues submitted after-hours are subject to the same SLA constraints as those submitted while the desk is open, the reports are meaningless for non-24-hour desks because they hold us to an impossible standard.
Is there any way to set service hours for the SLAs and have them not count time when outside the service hours? Alternativly, something like "Time of Day" for the "Pause on" field in an SLA setting would work as well.
This is coming real soon. I cant say exactly when * but I can say I have seen this running here internally. :)
Service Desk Architect
* Q. Hey why cant you say exactly when?
A. Because despite our best intentions to ship often and on time, not every thing happens as we want and setting an expectation that somehting will be ready on day X and then missing it by 2 weeks rightly upsets people.
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