Creating SLA's
Hi All,
I'm after some advice on creating SLA's.
I would like to have a number of them such,
A response SLA which notifies the tech of a new request and alerts me if its not asigned within a set period of time then escalte at set interval after that.
Then a resolution SLA that fires when the request is not resolved after a set period of time.
Then specifc rules on special items I can handle I think.
I cant seem to work out how to do the first two!
must admit to only just having installed it mind!
I'm after some advice on creating SLA's.
I would like to have a number of them such,
A response SLA which notifies the tech of a new request and alerts me if its not asigned within a set period of time then escalte at set interval after that.
Then a resolution SLA that fires when the request is not resolved after a set period of time.
Then specifc rules on special items I can handle I think.
I cant seem to work out how to do the first two!
must admit to only just having installed it mind!