SLA practices what do you do?
We are looking to set up our SLA's but it only has two criteria replied or resolved.
What about assigned? If I assign it to someone but not resolved in 2 hours it should be escalated but I don't need to reply.
SLA for say a windows password reset. our SLA is resolved within 10 minutes lets say.
If I pick up a ticket and call the user to resolve their issue but the SLA says it should be resolved in 10 minutes it will get escalated/alerted while i'm on the phone with them.
What does everyone else do?
What about assigned? If I assign it to someone but not resolved in 2 hours it should be escalated but I don't need to reply.
SLA for say a windows password reset. our SLA is resolved within 10 minutes lets say.
If I pick up a ticket and call the user to resolve their issue but the SLA says it should be resolved in 10 minutes it will get escalated/alerted while i'm on the phone with them.
What does everyone else do?
