Hello!
This is a question, not a problem:
At what point does the Resolution Time timer Starts? What triggers it?
Question: does the Resolution Time timer start after the Response Time timer has expired? Does the SLA freeze (changing to a status that does not have SLA checked) affect both timers?
I am creating a call flow and I am getting confused as how to draw it. Could you give me an example of the sequence of events, what triggers what and what freezes or stop these timers?
Thanks a lot!
Michel