SLA SD Plus
Hello everyone. I'm into the SLA and created several different depending on which support group should handle them .
My question is as follows.
If I have an SLA for the first line for the response time of one hour when a ticket is created .
When the first line has done the initial analysis and assign the ticket to another support group that has its own SLA defined.
Which SLAs apply in this case.
Do SD P continues to assume it 's initial SLA or does it starts to count down the time from the SLA that applies for the specific support group ?
I hope someone can clarify this for me!
Best Regards Stefan S
My question is as follows.
If I have an SLA for the first line for the response time of one hour when a ticket is created .
When the first line has done the initial analysis and assign the ticket to another support group that has its own SLA defined.
Which SLAs apply in this case.
Do SD P continues to assume it 's initial SLA or does it starts to count down the time from the SLA that applies for the specific support group ?
I hope someone can clarify this for me!
Best Regards Stefan S