Hi all
done a quick search and also had a quick look into the BP but nothing really standing out too me.
I am experiencing issues with technical teams not resolving high priority tickets in a timely manner, and the reports being produced are ran on the resolved on field, which if the techs are only resolving the following the day after it was fixed, its adding hours onto the true fix time thus impacting our SLAs.
Is there a fixed on date/time field that is available that i can add it into the buisness process, where the tech can manually input this date/time and i can run my reports on this field instead which will give me more accurate times (other than getting a whip out and whipping some techs to resolve things off quicker).