Znuny Open Source Ticketsystem

Yes, I have an SLA, but only on First Contact.

Hey,

Thanks for the reply. My understanding is that this will give me a list of tickets which had no Customer contact (or where the contact was made exactly on the SLA time), but I don't think this will give me the 'Working Time' between the ticket Creation time and the Closure time will it?

So if ...

Anybody? I've tried searching but can't find anything. Let me know if you need any more information - I'd really appreciate the help.

Hi all,

I have an SLA of 6 hours which is based on First Response Time, linked to a calendar which has working hours of 9am-5pm Mon-Fri. When a ticket is created agents typically either (a) make contact with the Customer, or (b) close the ticket without making contact. In this instance, the ticket ...