Due Date/Time vs SLA
Hi,
I have a couple of instances where requests have failed SLA due to the user responding to the call closure email unnecessarily, which reopens the call and takes the SLA past the due date and time. As this isn't a genuine SLA failure it is possible for me to manually calculate a new due date & time, based on the genuine time remaining to fix the call within the specified SLA period. However, when I change the due date & time the request is still flagged as an SLA failure, why?
Example - 8 hour SLA.
Request raised at 9am 01/12/2008, due date & time = 5pm same day.
Request resolved at 12.45pm 01/12/2008, 4hrs 15 mins of SLA remaining - SLA PASS.
9am 04/12/2008 call reopened by user responding to closure email. Due date & time now passed, request becomes SLA FAIL.
Request immediately closed, as reopened in error.
Due time and time manually changed to reflect SLA time remaining.
9am + 4hrs 15 mins of SLA time remaining = new due date & time - 1.15pm 04/12/2008.
Why does the overdue flag still appear, even though the due date & time has been manually changed to after the time the call was resolved?
Thanks,
Paul.
I have a couple of instances where requests have failed SLA due to the user responding to the call closure email unnecessarily, which reopens the call and takes the SLA past the due date and time. As this isn't a genuine SLA failure it is possible for me to manually calculate a new due date & time, based on the genuine time remaining to fix the call within the specified SLA period. However, when I change the due date & time the request is still flagged as an SLA failure, why?
Example - 8 hour SLA.
Request raised at 9am 01/12/2008, due date & time = 5pm same day.
Request resolved at 12.45pm 01/12/2008, 4hrs 15 mins of SLA remaining - SLA PASS.
9am 04/12/2008 call reopened by user responding to closure email. Due date & time now passed, request becomes SLA FAIL.
Request immediately closed, as reopened in error.
Due time and time manually changed to reflect SLA time remaining.
9am + 4hrs 15 mins of SLA time remaining = new due date & time - 1.15pm 04/12/2008.
Why does the overdue flag still appear, even though the due date & time has been manually changed to after the time the call was resolved?
Thanks,
Paul.