Picklists - time calculation settings

The article describes the settings needed for the system to calculate SLA policy time.

Settings used by this functionality to calculate time for SLA policies can be found in picklist configuration of individual modules: Software configuration → Standard modules → Fields – Picklists

This functionality only works for fields with an enabled time calculation mechanism. Currently, only the ticket module supports this functionality.

To edit time calculation rules click the "Edit lock and process status" button


The "Time counting" list allows you to pick which category should be assigned to individual picklist values.


If a value is not assigned the system won't calculate the time if this value is selected on a record. 

Time calculation should be disabled for picklist values that define the end of processes, eg. statues like Closed or Rejected.
  • Monday, 15 November 2021