Presently the SLA’s tell me First Response Due on XXX Date and at XXX Time.
I want the following -
- I want to see Response SLA and Resolution SLA together when the ticket is created
- The SLA clock display should show remaining hours due for breaching and not the exact due time. I dont want my servicedesk team to calculate the time remaining.
- Once the SLA is breached, the clock should continue in minus hours. for example -
-01:00:59 and if the breach ticket continues then 3days past breach -80:49:53