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Erin Willis
Joined Jan 31, 2024
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Last activity Jan 31, 2024
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Erin Willis commented,
Community comment Discussion - Tips and best practices from the community
Hey Pedro Rodrigues
I'm trying to create NRT Brackets using the SLA dataset. I'm wondering how accurate it might be if the NRT policy is applied to the same ticket more than once. If the first reopen the NRT is 6 hours but on the second reply its 12, how would this be accounted for? Any suggestions?
IF (VALUE(SLA metric completion time (min))<360) THEN "0-6 hours" ELSE
IF (VALUE(SLA metric completion time (min))<480) THEN "6-8 hours" ELSE
IF (VALUE(SLA metric completion time (min))<900) THEN "8-15 hours" ELSE "Over 15 hours"
ENDIF ENDIF ENDIF
View comment · Posted Jan 31, 2024 · Erin Willis
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