Idea ID: 2751267

New SLA calculations for service request

Status : Waiting for Votes
over 1 year ago

Hi,

Today, about SLA for service request, by default we have :

 - approval calculation (if an approval step exists) 

 - a "time to resolve" calculation which start only when the assignement of the resquest is done (not at the request creation date)

We would like to have : 

 - a "time to open" calculation, which would be the time between request creation date and request assignement date

 - a "time to resolve" calculation, which would be the time between request creation date and request resolution date

Thanks,

Regards

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