SLA reflected by read/reviewed time or created time?
Evening!
Are SLAs based on their READ time, or their Created time?
For instance -- if a request is logged @ 8pm (without a Level set), and the SLA only reflects Business hours, does the SLA/Due date get set from the Creation date or the time that the Level was set (assuming that our SLAs are set to reflect Level)?
An example:
1. request is submitted by Email @ 7pm (out of office hours), with no level.
2. request is not reviewed until 9:10am the next day -- and is set to Level 3 (with an SLA resolution of 24 hours).
Will the 'Due Date' be set automatically to reflect the time from review & Level assignment, or from the created time?
Thanks,
Matte
Are SLAs based on their READ time, or their Created time?
For instance -- if a request is logged @ 8pm (without a Level set), and the SLA only reflects Business hours, does the SLA/Due date get set from the Creation date or the time that the Level was set (assuming that our SLAs are set to reflect Level)?
An example:
1. request is submitted by Email @ 7pm (out of office hours), with no level.
2. request is not reviewed until 9:10am the next day -- and is set to Level 3 (with an SLA resolution of 24 hours).
Will the 'Due Date' be set automatically to reflect the time from review & Level assignment, or from the created time?
Thanks,
Matte
Topic Participants
Matte.Stevenson
kkevin
Sandoor
Ken.Ayers
ServiceDesk Plus