Lyonel Posted September 16, 2016 Share Posted September 16, 2016 Hi, I had a chat with @bob_dickinson recently regarding the upcoming new SLA feature. We are trying to setup SLAs for 114+ services which should lead to thousands of entries in the system (due to our organisation model + geographical spread). So Bob is helping us with a template to load this information faster in our system. When we went through some of the details regarding escalation, he said that we can only setup escalations based on the number of minutes before the SLA breach. That's fine, but it would be a good idea to work also with percentage. Indeed, most other helpdesk systems out there use %. It would make Hornbill more flexible to existing and new customers, allowing to work both ways: using minutes or %. Is this something you could integrate for a future release? Thanks, Lyonel Link to comment Share on other sites More sharing options...
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