New status & escalations
According to our business process we need three different escalations:
1) Request is creating in status OPEN. First escalation goes when ticket is still unassigned. It IS possible in current version of SD+, we know.
2) IT Coordinator assigns request to technician still in status OPEN. If request is still OPEN (or may be it is ANOTHER status - "TO DO") for a specified time and technician have not changed status to "IN PROGRESS" - another escalation
3) If request is in status "IN PROGRESS" (i.e. - not "Closed") for a specified time - third escalation.
So we know how to do (1) and (3) and we dont know what to do with (2) - if we create new status "In progress" and NO "stop timer" we can't select it in SLA, cause there is NO "status" field in Cretaria drop-down menu and the only the creteria for escalation is "Any Request matching the above rules should be resolved within : "
So we need to escalate not only "not closed" requests but requests in OTHER statuses...
And BTW, what about my previous request for "transparent" NT LM authorization in SD+ (i.e. with no logon form)? :)
1) Request is creating in status OPEN. First escalation goes when ticket is still unassigned. It IS possible in current version of SD+, we know.
2) IT Coordinator assigns request to technician still in status OPEN. If request is still OPEN (or may be it is ANOTHER status - "TO DO") for a specified time and technician have not changed status to "IN PROGRESS" - another escalation
3) If request is in status "IN PROGRESS" (i.e. - not "Closed") for a specified time - third escalation.
So we know how to do (1) and (3) and we dont know what to do with (2) - if we create new status "In progress" and NO "stop timer" we can't select it in SLA, cause there is NO "status" field in Cretaria drop-down menu and the only the creteria for escalation is "Any Request matching the above rules should be resolved within : "
So we need to escalate not only "not closed" requests but requests in OTHER statuses...
And BTW, what about my previous request for "transparent" NT LM authorization in SD+ (i.e. with no logon form)? :)