SLA Breakdown Calculation

Lenin2
Tera Contributor

‎09-08-2023 03:11 AM

Hi All,

 

We have recently enabled SLA breakdown plugin and enabled breakdown for all the priorities Response and Resolution SLA. 

But in the SLA Breakdown related lists we are getting two breakdowns for Reponse SLA for the same group (One with Retroactive start true and other as false). Is this expected ? and Do we have any document to understand the way it works.

 

Thanks in Advance ! 

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shri5
Mega Guru

‎09-08-2023 04:38 AM - edited ‎09-08-2023 04:39 AM

We have a beautiful video on youtube "https://www.youtube.com/watch?v=eKLWsaEz3rs"

You can refer this to get all the details.

 

Please mark helpful, if it helps.