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Boris Krutiy

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Activity overview

Latest activity by Boris Krutiy
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    Boris Krutiy created a post,

    How to pull true SLA after a ticket is closed

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    1. Community
    2. Support Q&A

    I need a way to see the true SLA after a ticket is closed. When a ticket is open, you can see what the SLA is and when it will expire. What I cannot find, is a way to view this information after th...

    • Boris Krutiy
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    Boris Krutiy commented,

    1. Support
    2. ...
    3. Best practices and recipes
    4. Insights recipe: Reporting on created and solved tickets

    Hey everyone,  I have a question someone here may be able to answer. Trying to create an SLA report that shows What=% Achieved How=Month/Year (Solved Date), SLA Metric (Requester wait time ONLY) Fi...

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    Boris Krutiy commented,

    1. Community
    2. Support Q&A
    3. custom field to reflect changing SLAs

    Thank you for the update. Is there a workaround. If the JIRA integration does not support this, can it be done in ZD natively? You and I are both in support and know that having a feature implement...

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    Boris Krutiy created a post,

    custom field to reflect changing SLAs

    Answered
    1. Community
    2. Support Q&A

    I am having an issue that I need assistance with. Currently we have an integration with JIRA Cloud. When a Tier 1 issue requires escalation, we use the JIRA integration to create the JIRA ticket. W...

    • Boris Krutiy
    • Created
    • 4 followers
    • 5 comments
    • 2 votes