| Cheatsheet | |||||
|---|---|---|---|---|---|
| Event | SLA time | Start date | Due date | Closed date | SLA status time |
| Ticket created 3.1. at 05:00 | First answer | 3.1. 05:00 | 4.1. 10:00 | - | 29 hours remaining |
| First assign | 3.1. 05:00 | 3.1. 12:00 | - | 7 hours remaining | |
| First resolve | 3.1. 05:00 | 5.1. 12:00 | - | 2 days remaining | |
| Ticket answered by rule 3.1. at 05:00:03 | First answer | 3.1. 05:00 | 4.1. 10:00 | - | 28 hours remaining |
| First assign | 3.1. 05:00 | 3.1. 12:00 | - | 6 hours remaining | |
| First resolve | 3.1. 05:00 | 5.1. 12:00 | - | 2 days remaining | |
| Ticket assigned by rule 3.1. at 08:10 | First answer | 3.1. 05:00 | 4.1. 10:00 | - | 25 hours |
| First assign | 3.1. 05:00 | 3.1. 12:00 | 3.1. 08:10 | 3 hours remaining | |
| First resolve | 3.1. 05:00 | 5.1. 12:00 | - | 2 days remaining | |
| Ticket answered 3.1. at 10:00 | First answer | 3.1. 05:00 | 4.1 10:00 | 3.1. 10:00 | 24 hours |
| First resolve (paused) | 3.1. 05:00 | TBE* | - | - | |
| Ticker reopened 3.1. at 15:00 | Next answer | 3.1. 15:00 | 4.1. 11:00 | - | 20 hours remaining |
| First resolve | 3.1. 05:00 | 5.1. 17:00 | - | 2 days remaining | |
| Ticket postponed 3.1. at 15:15 for 1 hour | Next answer | 3.1. 15:00 | 4.1. 11:00 | - | 19 hours remaining |
| First resolve | 3.1. 05:00 | 5.1. 17:00 | - | 2 days remaining | |
| Ticket reopened 3.1. at 16:15 | Next answer | 3.1. 15:00 | 4.1. 11:00 | - | 18 hours remaining |
| First resolve | 3.1. 05:00 | 5.1. 17:00 | - | 2 days remaining | |
| Ticket answered 3.1. at 16:30 | Next answer | 3.1. 15:00 | 4.1 11:00 | 3.1. 16:30 | 18 hours remaining |
| First resolve (paused) | 3.1. 05:00 | TBE* | - | - | |
| Ticket reopened 3.1. at 20:00 | Next answer | 3.1. 20:00 | 4.1. 14:00 | - | 18 hours remaining |
| First resolve | 3.1. 05:00 | 8.1. 8:30 | - | 4 days remaining | |
| Ticket answered 4.1. 09:00 | Next answer | 3.1. 20:00 | 4.1. 14:00 | 4.1. 09:00 | 5 hours remaining |
| First resolve (paused) | 3.1. 05:00 | TBE* | - | - | |
| Ticket resolved 11.1. 09:00 | First resolve | 3.1. 05:00 | 8.1. 8:30 | 4.1. 09:00 | 3 days remaining |
* To be elongated