Joshua Wilkinson

Hey folks,

Quick question on this section here;

An SLA policy has a target of 30 minutes. Ticket A was fulfilled after 60 minutes. Ticket B was fulfilled after 15 minutes. 

• The SLA metric target time (min) value is 30 for both tickets. 
• Ticket A has an SLA metric completion time (min) value of 60. The metric will calculate 60-30 and get a result of 30. That is greater than 0, so the attribute will return Breached.
• Ticket B has an SLA metric completion time (min) value of 15. The metric will calculate 15-30 and get a result of -15. That is less than 0, so the attribute will return Achieved.
  

Is there a way to show the calculated time? We're looking to show how long over the SLA the breach was on each ticket, so it'd be great if we could show this calculated time!

Hey Seneca Spurling, thanks for confirming!

I did think that might be the only way we can do it, which isn't ideal for us either!

Thanks Audrey Ann Cipriano, but does this stop other people's tickets from being visible?

I understand you can have only certain people have the ability to view tickets from their org, but what I'm trying to do is allow only certain people to view tickets from other certain people from their org, not view EVERY ticket from that org. 

Hope I've made that clearer!

Is it possible to limit this so only certain users' tickets from an organisation can be visible?

We don't want everyone's tickets in a single organisation to be visible, as this will likely cause more panic or confusion than needed. We want a select group of people in an organisation to only see each other's tickets.

Is this achievable?