Tiempos de atencion

vicramirez

Buenas tardes, tengo la version de Osticket 1.16.1 y tengo la siguiente consulta: he leido en varias preguntas la cuestion de los tiempos en un ticket, pero en ninguna ver si hay posibilidad de que se vaya modificando el tiempo de venciemiento de acuerdo a la seleccion de un tema de ayuda en especifico. es decir hay un tema de ayuda que tengo con un SLA de 1 hora, pero si lo cambio por otro tema de ayuda con SLA de 2 horas no se cambia el SLA lo tengo que cambiar manual, esto es correcto?, y la otra pregunta con respecto a los tiempoes es que si puedo saber cuando cambia de un estado a otro el tiempo se puede medir, gracias.

KevinTheJedi

Google Translate:

Good afternoon, I have the version of Osticket 1.16.1 and I have the following query: I have read in several questions the question of times in a ticket, but in none of them do I see if there is a possibility that the expiration time will be modified according to selecting a specific help topic. that is to say, there is a help topic that I have with an SLA of 1 hour, but if I change it for another help topic with an SLA of 2 hours, the SLA is not changed, I have to change it manually, is this correct?

Yes, if you change the Help Topic it does not change the SLA. Just like how when you change the Help Topic it doesn't change the Department. Once the Ticket is created the SLA field is its own separate field that can be updated independently. So to answer your question yes, you must manually change the SLA after changing the Help Topic.

Google Translate:

and the other question Regarding the times, it is that if I can know when it changes from one state to another, the time can be measured, thanks.

You can look at the Agent Panel > Dashboard reports or you can install the Audit Log Plugin and see the status changes and do the calculation manually or write a custom script to poll the database and calculate it.

Cheers.