SLA (Respond vs. Close)
SLA's normally dictate the time in which a technician should make contact with the requester once a service request has been submitted. By using the SLA feature to dictate the time to close a service request, alone, does not adequately control the full SLA. The following modifications should be made to the SLA section:
1. Create a "Response" tab & "Closure" tab
2. Move the existing escalation steps to the "Closure" tab
3. In the "Response" & "Closure" tab, add a checkbox to enable/disable either of the escalation.s
4. In the "Response" tab mimic the "Closure" tab - "Any request matching the above rules should be responded to within:"
Additionally, I think the Business Rules should include an action of "Set SLA"
1. Create a "Response" tab & "Closure" tab
2. Move the existing escalation steps to the "Closure" tab
3. In the "Response" & "Closure" tab, add a checkbox to enable/disable either of the escalation.s
4. In the "Response" tab mimic the "Closure" tab - "Any request matching the above rules should be responded to within:"
Additionally, I think the Business Rules should include an action of "Set SLA"