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Tasks that are deducted from the handle datetime
The time it takes to handle a request is not always fully in control of the employees handling it. If more information is needed from the requestor, the time it takes for the requestor to provide this information and re-submit the request should not be considered for the SLAs. Therefore, the time the request stays in this status ('Action requestor') is added to the planned handle date once the requestor re-submits the request. So if the requestor took 8 (work) hours to re-submit, 8 (work) hours are added to the planned handle date once the request is re-submitted.
Any other tasks between submitting the request and handling the request are not deducted from the handle time. This also includes the time a request is awaiting the handling of corrective work orders.
SLA dashboards
After the request is handled, the response time and handle time can be evaluated via several default reports on the Requests dashboard based on the SLA times:
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