0 Replies Latest reply on Nov 19, 2015 3:32 AM by SusanCrowe

    Question about "Turnaround Time" on  Response Level window

    Apprentice

      Hi

       

      Can anyone tell me what the "Turnaround Time" does on the top level of a Response Level? It doesn't apprear to be breaking anything but I want to understand

      Questions are...

      • Does the turnaroundtime affect the breach time defined in the escalation?
      • how is it generated?
      • What would be the impact is it doesn't match the time defined in the 100% escalation?



      This is the turnaround time I'm talking about...

      snagit.jpg

       

      Our SLAs are all defined using escalations and the "Is Breach" tickbox when we hit 100% like this...

      snagit.jpg