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Create multiple Response Time values

Received Response
edited Sep 13, 2018 1:33PM in Agent Desktop 1 comment


We have 3 types of severities for incidents and for each of them, we have a different response time. Is there possible to create multiple Response Time fields? We need to take into account only the working days and make a exception for weekends in calculating Response Time.
We cannot associate SLA to contacts, as a contact can have multiple incidents with different severities.

Thank you!

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