How to configure the Business Duration (SLA’s)?

How to configure the Business Duration (SLA’s)?

It is important to mention the duration during which an assignee can work on the resolution of the tickets as it helps to set a proper resolution and cycle time to ticket resolution. To configure this, please go to

Home >> Help Desk >> Business Duration >> + Add New

Enter the following fields.

Field Name

Example

Description

Organization

Anup Fashion Ltd

Select the organization and its entity

Entity

Anup Swadeshi Ltd

Business Duration

Mon-Fri

Select the working days from the drop down

Working start Time and End Time

10:00 to 18:00

Enter the start and end time of the day

Configure SLA Types

Cycle time/Resolution Time

It implies the time period for resolution of a ticket. We can go with cycle time or resolution time

 








Resolution Time: The time it takes from ticket assigning to closing the request.

Cycle Time: Average amount of time it takes from ticket rising to closing the request. This is greater than the resolution time.


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