Hello EZBI Community,
I am working on a project involving SLA2 and I’ve encountered a specific challenge. I need to calculate the remaining SLA time for a ticket. The formula I’m trying to implement is: “24 hours (the base SLA for this ticket) minus 23 hours and 33 minutes (the actual resolution time).”
My question is: Can this calculation be performed directly within EZBI? And if so, how can I go about it?
Any advice, tips, or insights on this matter would be immensely helpful. I’m looking forward to learning from your experiences and solutions.
Thank you in advance for your assistance and time!