Target Times
A service level defines target response and closure (resolution) times for each possible priority value.
Target Initial Response Time The time it takes to initially respond to a new issue. When a help desk analyst responds to an issue, the analyst has to enter the response date and time on the SLA tab of the Web view.
Target Closure Time The time it takes to resolve the issue, either by fixing the problem or providing an acceptable workaround. When an issue is resolved, Vector HelpDesk automatically enters the date and time into the issue.
When you create a service level, the level gets the default target times.
To edit the target times:
1 In the Service Level list, click a service level.
2 On the Target Times tab, click a row (for example, to edit the target times for the Highest priority, click that row).
3 Click Edit.
4 In the Edit Target Times dialog, type the target times in the Initial Response Time and Closure Time boxes.
The target times must be integer values, such as 2, 7, or 10. You cannot enter decimal values, such as 2.5.
You can change the time units between minutes, hours, and days. For example, to change from hours to minutes, click hour(s) and then click minute(s) in the pop-up list.