Reference to the attached copy of exported tickets in xls file, we want to understand the following queries
( Environment details : HP SM9.40 codeless in Windows Server 2012 with MS-SQL DB )
1. There is a column with the header as "SLT Breach", is it going to tell us about the SLA of the interaction record, Please confirm
2. is this column, we have two types of status, one is "true" and another is "false"
could you please elaborate as to "True" stands for what and "False" stands for what.
3. we had configured two different SLA's for response and for resolution and for both modules of SD and IM, how do we view the both SLA's for each of the interaction in the tool as well in the exported reports.
Thanks and Regards