Welcome Service Desk Professionals
I'm looking for solution to change start calculation condition of Initial Response Time (IRT) in Solution Manager 7.1. I need to customize it so it begins to calculate IRT not after new incident is registered, but after it is assigned to special support team or person. Actually it starts as soon as incident is created.
In my organization there are 2 levels of support and SLA is to be calculated only for the second level.
I added message status "New" to the list of "customer time status" in SPRO, in which are statuses for not calculating SLA but it does'nt stop IRT calculation for message "New".
Regards
Rafal