1 Reply Latest reply on Jul 26, 2017 12:24 AM by Kevin.FenleyX

    Time since first save?

    RyanW Apprentice


      I would like to setup an SLA for the time duration from the point that a ticket is saved to the point that an analyst picks up that ticket.  Our SLA on this is so small, that every minute counts.  If it takes 3 minutes to create the ticket, I do not want that 3 minutes to count against the analyst to whom the ticket is assigned.  Therefore, I cannot use the Created date/time stamp, as that's the time that the ticket was created, not when it was saved.  I have considered running an action when a ticket is saved, but I'm afraid that'll be updated EACH time the ticket is saved.  And if that's true, then it wouldn't calculate properly.


      Does anyone have a suggestion on how I might accomplish this?