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Our sysaid instance has had many customisations over the years, some of them good, some of them… not so good!

I think both timers have been edited but I am only able to find the default setting for Time to Repair, here: Timer Forms - Timers (sysaid.com)

Where can I find the default configuration for Time to Respond?

Secondly, is there a way to increment a time until a condition is met, but only for the first time? For example, I want to record how long a ticket is in New status, until it changes to Triage status, and after that I want the timer to stop regardless of whether or not the status changes away from Triage.

Hi Chris,

By default, 'Time to Respond' is #2, but you can modify any of the timers to suit your needs.

Regarding your second question, as long as a ticket meets the criteria defined by a particular timer, the timer will continue to count accordingly.

That is not a helpful answer.

 

I need to know the default settings for the timer. So what are the conditions that must be met for the time to increment?

 

For example, the default for Time to Repair is

Status <> Closed and

Status <> closed verified and

Status <> deleted and 

Status <> Requested Completed and

Status <> Request rejected and 

Status <> Request cancelled and 

Status <> Pending for End User Reply

 

The above is recorded in the documentation.

I would like to know what the default configuration for Time to Respond is.

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