Hello. Having a hard time finding the detail/spec here. What I'm after is the specific criteria SD TTR report uses when calculating the Average % of tickets meeting (or not meeting) an SLA. Simply speaking: when does SD SLA clock start (start trigger), and when does the clock stop (stop trigger)?
Thanks in advance!
This is based on your SLA configuration.
Step 3 and 4 are similar because your SLA can be triggered by a transition into a specific status or a specific event occurring (for example I can say stop SLA when resolution is set)
Now add to this the calendar, with a 9-5 calendar if a ticket is created outside working hours of selected calendar then the SLA will only start at the next working hour, SLAs should only count within working hours.
Let me know if this answers your question.
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