RT Custom Field for SLA Status


#1

Hi All,

Just a newbie in RT. We have a requirement to determine if SLA has been violated. I would like to know how to create custom calculated field for SLA status. Standard SLA is 2 days. If a ticket is open for 3 days and more, the ticket should have status of SLA violated. Hoping to find solution/information here.

Thanks in advance!

Honey Dulatre