SLA management in KACE
We are using KACE for our help desk management and one common issue we are facing is that we are not able to calculate the SLA accurately.
We have created different statuses in work flow as follows:
Waiting for user
Ready for qa
Now the issue is when we change the status to “Waiting for user”, the SLA time does not stop instead it still keeps on counting the time.
What we would like to do is that once the developer has worked on a task and changes the status to waiting for user, then while it is in “Waiting for user ” status it shouldn’t count towards SLA and should exclude it as this is the time the developer is waiting for user input. Once it is changed back to “Assigned” status it should resume and start counting towards SLA.