What I want to do now is the following,
At our company, we sign services and SLA's the beside the first response, update and solve times include isolation time. Isolation time means that we manage to get a partial solution so if for instance a server fails we could loan you a backup server until we manage to fix the new one. What I need to do is create a timer exactly like solution time timer but for isolation time. Once the problem is isolated, the agent could click a button or a link so he can stop that timer.
I'm thinking I could use the freetimefields, but don't really know how to keep moving from there.
Could you provide me some guidance as to how to do this?
Appreciate all the help as usual.
Greetings,
C.