Hi all, I was testing the capabilities of the RT Tracker and I focused mainly on SL calculations. In one particular occasion, the SL calculation is not so straight-forward, so I tought that maybe someone experienced the same issue.
When you re-open a ticket, I would need to restart the turn around time and I can't use the creation time any more. Do you know how a correct calculation can be done? Is there an additional timestamp that I didn't see in the DB? And maybe this is already covered by the SLA extension? Wish you a great day from Europe, Viktor
