what is the response SLA and resolution SLA?

[manmathpanda]

Dear Developers,

I want to know the difference between response SLA and resolution SLA?

For Example: 

A ticket is created by an end user and it is assigned to service desk people and the response time is 4 hours and the service desk people didn't work on this upto 4 hours , so the ticket is breached and after that they assigned it to another team who will look into this.

Now once the ticket is assigned to another group , the breached sla will continue or a new will start when assinged to the group by servicedesk people.

please clarify me?

Regards,

Manmath

[Onkar Pandav]

Hi,

Response SLA is calculated from the time the incident is created and assigned to a group till it is assigned to someone in the group. In short, time taken to acknowledge the ticket.

Resolution SLA is calculated from the time the incident is created till the time the incident is resolved. In short, time taken to resolve the incident.

So if the ticket is breached and after that they assigned it to another team, the breached sla will not  continue. A new will start.

[Nizam]

exact method of explanation.

[Kajal Goti]

Hello, For reassigning SLA,you have to use reset time option is available when you create SLA,where from you want to start SLA once it's breached and reassign to other group. Please see below video,it would help you. https://youtu.be/YfjkQLE6o58 Please mark as Correct and Helpful,if you find any help