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Luke Anderson
가입한 날짜: 2021년 10월 22일
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마지막 활동: 2021년 10월 22일
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님의 최근 활동 Luke Anderson
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The big issue here for us is when measuring our SLAs. A Sev 2 ticket is solved within the expected 8 hours, but then 12 hours later the customer replies to the email and says Thanks. Now the final ticket solution is happening after the SLA. Am I missing some easy way around this?
If not, might it make sense to just make configurable what happens when a customer replies to a Solved ticket? For instance, I'd be happy just having those go to Suspended. Other people might worry about missing real issues, but I think this would still be preferable, and different companies could configure it however they wanted.
댓글 보기 · 2015년 4월 10일에 게시됨 · Luke Anderson
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