difference between response and resolution sla

[Harish LS]

Hey Team,

can anyone explain the exact difference between newly introduced field target in SLA after Jakarta. Which contains Response and Resolution???

 Thanks in advance.

Harish

[Harish LS]

Thanks Ajay for your prompt reply.

So the Response SLAs are used only to track the time taken to assign the ticket to someone ?

Resolution SLAs will work as normal.

Please can you help here

Thanks,

Harish

[#3]

Yes exactly...

We can say a response as being an email acknowledging the creation of the incident.  

This is an email notification issued when the incident is assigned to a team/analyst and the Incident automatically changes state from New to Open.

Thanks 

Hope it's helpful

[vinothkumar]

In short response SLA are how much time, support team is taking to acknowledge that incident and resolution SLA's are how much time taken in resolving the incident

[satyeswar]

Hi,

Response SLA means that end user has created a ticket he is supposed to be in formed that to whom his request has been assigned. Like for any incident created end user to informed within 3o mints or 1 hour that his ticket has been assigned to someone.

After a ticket has been assigned to a user now resolution time for that tickets starts and ends when user resolved/closed the incident.

Resolution SLA cloud be retroactive means time will be taken from the time incident created.

Hope I have explained well.

Thanks

[Vinayak Patil2]

Hi,

Response SLA: when ticket assigned to the group and your manager or team lead assign the ticket to the support person then response sla meet. 

Resolution SLA: it defines how much time it took once it has assigned to support person to solve the ticket.