Samanage does not have an IRT SLA timer. What it has is a no action taken timer which is different from IRT.
An example of where this gets tricky is that an agent can change the state of the case to "Assigned" and satisfy the SLA timer, but unless the agent adds a comment, they will not satisfy the rules for the IRT.
My request would be to add an IRT SLA timer that follows the same rules as the "To first response" timer in the service monitor. This is the timer we're using to calculate our IRT metrics and works quite well. It would be nice to add an SLA that follows the same rules.
|What problem will this feature solve?:|