Making use of SLA's
Having entered various SLA's for various situations I am wondering how to assign something to a specific SLA. To be a bit more exact say a request for 1st line support comes in, this would then be assigned to SLA #1. Unfiortunately the 1st Line cannot resolve this and the incident gets bumped up to the 2nd Line, now the incident falls under SLA#2. Where can one assign SLA's to (as an example) different situations? I hope my question is clear.
thanks for comments and help!
thanks for comments and help!
Topic Participants
icepackbv
HomeserveIT
kkevin
Gavgargan
ServiceDesk Plus