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  1. Add a means of displaying SLA severity in IssueTrak generated e-mail subject lines.

    Add the option to include SLA severities within the subject line of IssueTrak generated e-mails so that responders who access IssueTrak via phone can more easily prioritize their work and are more quickly aware of large outages.

    1 vote
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      Received (under review)  ·  0 comments  ·  Service Level Agreements  ·  Flag idea as inappropriate…  ·  Admin →
    • Allow 'Adjusted Time Open' field be Dynamic with SLA Term Hours/Calendar

      Currently, the Adjusted Time Open field accounts for non-business hours using the system wide clock (only one setting allowed). If you allowed Adjusted Time Open to be calculated based on time open (not paused) during hours for that ticket's SLA Terms, this would allow us to calculate that field for our various Clients' Service Level Terms.

      2 votes
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        Received (under review)  ·  0 comments  ·  Service Level Agreements  ·  Flag idea as inappropriate…  ·  Admin →
      • SLA's based on "Priority" not "Severity"

        We are trying to track run rates on tickets but are unable monitor SLA's through issuetrak because we cant set the SLA by Priority. We don't use the Severity option very much.

        3 votes
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          Received (under review)  ·  0 comments  ·  Service Level Agreements  ·  Flag idea as inappropriate…  ·  Admin →
        • SLA based on ticket class

          SLA based on ticket class

          3 votes
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            Received (under review)  ·  0 comments  ·  Service Level Agreements  ·  Flag idea as inappropriate…  ·  Admin →
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