You can set up additional methods to track more than ticket response and resolution times. For instance, maybe you would like to track the time that an SLA was in the Waiting on Vendor status. In this example, you would begin by clicking on Custom Metric in the top right corner of the SLA Details page of any SLA.
This will open the Custom Metric window. You will need to name your new metric and provide a target time. Once you have filled in these fields, click the Add Filter option on the right of the Timer is running when section.
For this type of setup, you will want to select the Workflow Stage filter type. Select the status or statuses you would like to include or exclude. For the example mentioned above, select the Waiting on Vendor status.
You will now see your new Custom Metric added underneath the response and resolution times. Be sure to click Save before leaving this page to ensure your new SLA settings persist.
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Jessica Adkins - Community Manager