I have a questions about case management and SLAs, summarised basically as "Can we achieve SLA tracking and reporting in Sugar similar to that offered by a product like JIRA (www.atlassian.com/jira) ?"
Here is a little more context of what we want to do -
I'm customising Sugar on-demand for a company that provides managed network solutions. I'm after some guidance on creating SLA's with Sugars case management module. Essentially we need to be able to start and stop a timer based on the status change of a ticket so that we can report on SLAs and time spent working on tickets. Ideally we want multiple time captures - Eg total time ticket is opened and time tech actually works on a ticket.
We have looked at and played with JIRA (atlassian.com/jira). As a dedicated service management platform, it provides these sort of SLA features.
However we have a strong desire to keep case management within Sugar since the company captures a lot client information (such as equipment and contracts) that are imperative to the service delivery and needs to be available along with case information.
So basically my question is - can we achieve this with Sugar? I've searched this community, google and sugarcrm.com and found very little regarding SLA's and Sugar (only a couple of old posts and an old mention that it's been a feature request).
Thanks in advance,