Description
I would like to be able to pause the column “SLA - Time to resolution” with other status columns besides the ‘main’ status column.
That way I have more control over all of my timers so they don’t run outside of work hours.
What are you trying to achieve
- One thing I’m trying to measure is the time it takes before we post our very first update to a new ticket (measuring how quickly we respond to new incidents), but only have the timer run during office hours. If someone creates a ticket right before the end of the day or outside office hours, I don’t want that timer running.
It’s very easy to create an automation that will mark off if we’ve posted an update to it. Not so easy to make sure the timer only runs during office hours.
- I want to measure the time between someone replying and my team responding back. I don’t want my data to be trashed because timers started outside of office hours.