Service desk question- Is there any way to change the resolution/response time from hours format into days format? Is there any option to select from when I set the duration of the response?
Hi @Anca Huruiala ,
You can do this with Time to SLA.
You can edit the SLA duration format through Time to SLA menu > Settings and you are done.
Also, Time to SLA works for JSM, Software and Business Projects with awesome features like SLA resets, ability to show the SLA panel in customer portal, detailed reports and so much more!
Please let me know if you have further questions.
Please note that I'm one of the members of the Snapbytes team.
Hey @Anca Huruiala ,
Days is unfortunately not possible with the default SLA mechanism. You'll have to calculate the days/hours :)
What exactly do you mean with "any option to select from when I set the duration of the response"?
If you mean "when the timer needs to start counting" that's actually defined in your SLA itself by setting when the Counter should start.
You have a Start/Pause/Stop condition and that defines when it ..well.. starts/pauses/stops ;-)
Hi guys! Sorry for my late answer, I haven't noticed you've answered and just now I come across the notification email :D. I thought the customer can see the SLA on the portal, but in this case, @Dirk Ronsmans , everything should be ok. On top of this, I've played a bit with the options like pausing the SLA for certain statuses of the tickets. Now I'm happy with my settings :)
Wishing you a lovely day!!!
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