Feature released in SummitAI Platform (#22997, Sierra SP1, SummitAI Platform)
What's New?
New Workgroup ID, SLA, and Elapsed Time columns are added in the SR Pending Table. When the Service Request is moved to Pending status, the Pending Start time and Pending End Time are captured. By using the Pending Start time and Pending End time, the Elapsed Time is calculated. This is useful to calculate the SLA and Service Window of Service Requests excluding the Pending duration.