‎07-12-2016 07:31 PM
‎07-15-2016 10:24 AM
‎03-18-2019 08:01 PM
Karel DS wrote:
Yes, the SLA only gets updated when the first public note is added by an agent. Otherwise (in case there aren't any e-mail templates enabled for agent assignment or state changes) the user did not get an 'initial response' yet, thus the SLA cannot be set to 'resolve time'. Just to be clear, the SLA calculation currently only recognizes public notes, not sent e-mail templates.
‎07-14-2016 10:55 PM
‎07-13-2016 04:35 PM
‎07-13-2016 12:01 PM
Experience Lansweeper with your own data. Sign up now for a 14-day free trial.
Try Now