Hi,
I’m sorry if this is covered in the wiki, but I could not find the information I was looking for and I’m now unsure if what I’m trying to achieve is even possible and am unsure where to turn next.
The practice within our organization is that Problems and RFCs are not to be measured using SLA targets.
This practice within our organization is recommended by several other organizations, and our users know these event types are not used to measure performance; however, they report finding it stressful having a visible timer ticking down or displaying in red in the info-zone and on the WorkManager cards leading up to and following a “breach.”
It is my understanding that it’s possible to have tickets with no visible SLA clock in the info-zone or WorkManager; however, this then also removes several useful timestamps from being recorded on the record form.
Is this correct, or is it possible to remove the visible timer in the info-zone and WorkManager for only some event types, or categories within event types, while keeping the timestamps?
Thank you very much for your time.
Richard
