Starting with Service Desk
What you should know
Understanding change management process
Permissions
Preparations
Service Level Management
Setting up work time
- Defining work times
- Example 1: Basic calculation
- Example 2: Creation date outside working times
- Example 3: Moving escalation points to a working day
- Example 4: Escalation points outside working times
- Example 5: Service level units in hours and days
- Example 6: Moving escalation points
- Example 7: Creation date outside working times, ticket paused