Hello,
I'm trying to find a way to distinguish the time out tickets.
I have created two dynamic fields : Fault Occur Time and Fault Recovery Time (because the tickets might not be opened or closed in real time ).
Ticket duration is Fault Recovery Time - Fault Occur Time. If this duration time is higher than solution time defined in the sla associated with this ticket, than the ticket is Timed Out. This is very important for the SLA report we do every month.
Is there any way to define the timed out tickets automatically, rather than doing this process manually?
How can I distinguish Timed Out tickets?
Moderator: crythias