Need some help trying to create a calculated field to work out SLAs for incident tickets and if the tickets Meet or DO NOT Meet SLA.
Here are my 4 Prior Codes and the SLA for resolving each.
I have Calculated field for working out Time to resolve.
I'm trying to figure out how to calculate
1) total number of tickets in P1 which met SLA
) total numbers of all 4 categories (P1+P2+P3+P4) which met SLA
any help would be appreciated..
Arthur,
let say workout time for each ticket is "workoutTime"(in hours)
1)
IF workoutTime < 4 and priority ='1-Critical' then 1 end
2)
IF workoutTime < 4 and priority ='1-Critical' then 1
elseif workoutTime < 48 and priority ='2-High' then 1
elseif workoutTime < 120 and priority ='3-Moderate' then 1
elseif workoutTime < 240 and priority ='4-low' then 1
end