SLA Based on target resolution date
we are using sm9.32.0016 on windows with Oracle database
i have customer requieemnt in such a way that, once interaction is created by user it will be assigned to a supprot enginereer.
Support engineer will set the taget resolution date in one custom date field. Requirement is to run SLA based on the target resolution date.
Please advise, if it is achievable
Thanks in advance,
Yes, it is.
Go to SLM Administration - Configure Application
- select 'incidents' in table name
- Look for 'Start Time Field' & 'End Time Field' - these two fields are the Start & End time for SLA.
NOTE: The main problem with these custome fields, is they can be changed & you need to understand the impllication of such Date/time fields.
Hope that helps.
You need to check your new datetime fields you created for start and end. I am thinking maybe something wrong with your datetime field.
You can ref the field "close.time" in table: incidents.