For Problem Record, RCA time will be captured based on the following configurations done for Calculate RCA Deadline under DEADLINE CRITERIA under Action panel (Problem Record > Deadline Configuration).
When RCA is Approved
When RCA is Submitted
When RCA is Reviewed
For Incident and SR, the Response Time should be within the Response SLA where the Response SLA is defined based on various factors, such as Priority and SLA Window (considering Holidays). If the Response Time is not within the Response SLA, the SLA is violated.
Figure: PROBLEM RECORD DETAIL page: RCA Time
Resolution Time refers to the time taken by an Analyst to resolve an Incident or provide Service for the Service Request (SR) or solution to a Problem. The Resolution Time should be within the Resolution SLA where the Resolution SLA is defined based on various factors, such as Priority and SLA Window (considering Holidays). If the Resolution Time is not within the Resolution SLA, the SLA is violated.
Figure: PROBLEM RECORD DETAIL page: Resolution Time
