Forum GLPI-Project

Ketchup31

Member

Registered: 2022-08-11

Posts: 2

Create a SLA on time to first response

Hello everyone,

I would like to know if it is possible to create a SLA related to the first time of response, then time to response.
SLA1: A new ticket is created and we have X minutes for the first response (so in that case this SLA should be computed only once time per ticket)
SLA2: When we receive a comment/answer from the customer we have Y minutes to answer

As I understand Time To Own is the time when the ticket is assigned to somebody in the service desk, here for the SLA1 in my example, the ticket is not yet assigned.

Any idea would be welcome.

Thank you.
Best regards,

Last edited by Ketchup31 (2022-08-15 11:12:33)