Setting SLA's in ServiceDesk Catalogues
Hello,
I am trying to set a SLA for the ServiceDesk Catalogues which in principal is not difficult, i know how to set one up as well as assigning it to a form. The problem i am experiencing is with the selection of escalation before or after violation of the due by date.
When selecting before it simply does nothing, no emails are sent at all. When selecting after it does work but there is a massive delay inbetween the time of violation to the time that the specified users receive the email stating it has breached. The below is an example of what i did:
When a new service request arrives :
This is set to 5 minutes
If completion time is elapsed then escalate:
Enable Level 1 Escalation Ticked and set to escalate after 3 minutes of the violation
The violation email was sent 8 minutes after the 5 minutes were over not 3 minutes.
I also tried the same as above but changed escalation to 3 minutes before the violation and it simply did nothing at all!
Some help would be appreciated.
Thanks,
Matt
I am trying to set a SLA for the ServiceDesk Catalogues which in principal is not difficult, i know how to set one up as well as assigning it to a form. The problem i am experiencing is with the selection of escalation before or after violation of the due by date.
When selecting before it simply does nothing, no emails are sent at all. When selecting after it does work but there is a massive delay inbetween the time of violation to the time that the specified users receive the email stating it has breached. The below is an example of what i did:
When a new service request arrives :
This is set to 5 minutes
If completion time is elapsed then escalate:
Enable Level 1 Escalation Ticked and set to escalate after 3 minutes of the violation
The violation email was sent 8 minutes after the 5 minutes were over not 3 minutes.
I also tried the same as above but changed escalation to 3 minutes before the violation and it simply did nothing at all!
Some help would be appreciated.
Thanks,
Matt