Hallo,i just try to change the grace periode in SLA from hours to minutes, its works now. But when i check, after the ticket overdue, the time is not same with the rule time in SLA that i set. Example : I set SLA Email is 2 minutes.Overdue warning show after 10 minutes.Please your advice...Thanks
SLA Grace Periods are in hours. So I'm not real sure how you could have possibly set it to minutes.
I think you are right. Since I change the script in to the minutes the overdue time is inconsistent.
The question is, why they created in hours ? Many problems or request only can solve by minutes.
Btw, thank you for clarification.
Because most companies (fortune 500) track SLA times for their service level agreements in hours. I've never even worked at a company that and can't think of any of my friends who have ever told about a company that tracks SLA in minutes.