I'm currently configuring a service desk project with specific SLA requirements. We defined a set of 4 priorities:
For both critical and high priority tickets we wish to measure the time to first response during working hours and non-working hours.
I've defined 2 calendars:
Somehow for both critical and high priority tickets the system only checks the goals to the first listed goals. In this case the 2h and 4h TTFR for non-working hours. I tried re-ordering them so the TTFR for working hours are set as primary goals but ended up with same results. It only measures 30m for critical or 2h for high priority tickets.
How can I have 2 priorities set to two different calendars to measure TTFR for both working hours and non-working hours? Am I missing something?
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