Randall Kiesewetter

This would be a very useful feature. We missed adding a public holiday in our business hours schedule. A high severity ticket was logged on the public holiday and as we there was no-one actively monitoring the queue due to the public holiday and consequently breached the SLA. Subsequently the public holiday was added but Explore still reported that we exceeded SLA. 

Hi guys, 

This is also a requirement for us to triage down the severity of a ticket, but once it breaches the SLA in the system (and this can happen overnight if SLA is not set to business hours as we are not 24x7) there appears no way you can revert the setting in Explore for reporting. Hence the report shows tickets have breached SLA when in fact this is not the case which is then awkward to explain to the customer -  i.e. dear customer please ignore those particular breached SLA's as they were not actually breached. 

Hi All, 

Has there been any update to this product enhancement? We have customers also requesting the option as raised by Laura Runnels in a previous comment update in being able to select "Open" and "Awaiting your reply" at the same time OR have an additional status item that covers both conditions.

regards,

Randall.