VWhen customer created very critical ticket then system sould be give the time limit only (30 mins)

[Udaykiranv]

HJ

[Danish Bhairag2 · Accepted solution]

Hi @Udaykiranv ,

Could u please explain a bit more abt the requirement please. When u say ticket which ticket we are talking abt?

If it's incident then critical tickets are identified by the priority it is set with mostly P1 tickets are critical n they have their own sla of solving that ticket within some duration (few hours) if u r looking for that then u need to modify the OOTB SLA from whatever hours to 30 mins of Resolution time.

Thanks,

Danish

[Danish Bhairag2 · Accepted solution]

Hi @Udaykiranv ,

Could u please explain a bit more abt the requirement please. When u say ticket which ticket we are talking abt?

If it's incident then critical tickets are identified by the priority it is set with mostly P1 tickets are critical n they have their own sla of solving that ticket within some duration (few hours) if u r looking for that then u need to modify the OOTB SLA from whatever hours to 30 mins of Resolution time.

Thanks,

Danish

[Udaykiranv]

incident tickets

[Dr Atul G- LNG · Accepted solution]

Hi @Udaykiranv 

You can create  the SLA for the same. It can be Response or Resolution. 

https://youtu.be/NJlYuscVH7g

[Udaykiranv]

TANQU SIR