- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
01-26-2016 04:42 AM
Hi Team,
I am little bit confused between Incident Response time & Incident Resolution time while fetching a report from SNOW as an itil user,what filters do i need to add for both?
Solved! Go to Solution.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
01-26-2016 04:47 AM
Whenever incident got created and assigned to some group. Then in how much time that incident got assigned to some person withing the group is Response time for the incident.
Resolution time is how much time it took to give solution for the incident from the creation time to resolved time.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
01-26-2016 05:33 AM
If you want SLA time to be start from SLA attached time then don't select Retroactive start.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
01-26-2016 05:37 AM
Thank you Ravi for the information,it really gave me the clear idea of retroactive start field .
Thanks & Regards,
Himangi Gautam
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
01-26-2016 06:26 AM
Hi himangi,
Mark answer correct and close the thread.
Thanks,
Ravi
