SLAs - Time To Respond vs. Time To Resolution
Hello SDP Support,
I am currently evaluating your application. I have a question regarding the SLA configuration.
We're having a situation here where we have 2 SLAs per Request Priorty: Time to Respond (TTR) & Time to Resolution Plan (TTRP). EG:
Priority: Severity #1 // TTR: 15 minutes // TTRP: 2 hours
Priority: Severity #2 // TTR: 1 hour // TTRP: 6 hours
Priority: Severity #3 // TTR: 4 hours // TTRP: 1 day
Let's say we have the following possible Status for a Request:
- New
- Acknowledged (Responded)
- Active / In Progress
- Closed (Resolved)
Now for the SLA Notifications:
A) We need to be able to send an Alert / Warning / Notification when the TTR time has elapsed (Not Acknowledged or Responded on Time). In other words, if the Request Status is still at "New" after TTR Time, then there is an Alert.
B) We need to be able to send an Alert / Warning / Notification when the TTRP time has elapsed (Not Resolved on Time)
Option B) is easily done in your SLA Module where we can use a rule such as "IF Request.Priority=Severity 1 THEN" [...]
Although this is true, the "Criteria" Options do not provide the "STATUS" field as an option. Having the status as a criteria would allow us to have multiple SLA for a Single Request.
I don't know if there would be a workaround for this issue.
Many Thanks for reading,
--
Christian
I am currently evaluating your application. I have a question regarding the SLA configuration.
We're having a situation here where we have 2 SLAs per Request Priorty: Time to Respond (TTR) & Time to Resolution Plan (TTRP). EG:
Priority: Severity #1 // TTR: 15 minutes // TTRP: 2 hours
Priority: Severity #2 // TTR: 1 hour // TTRP: 6 hours
Priority: Severity #3 // TTR: 4 hours // TTRP: 1 day
Let's say we have the following possible Status for a Request:
- New
- Acknowledged (Responded)
- Active / In Progress
- Closed (Resolved)
Now for the SLA Notifications:
A) We need to be able to send an Alert / Warning / Notification when the TTR time has elapsed (Not Acknowledged or Responded on Time). In other words, if the Request Status is still at "New" after TTR Time, then there is an Alert.
B) We need to be able to send an Alert / Warning / Notification when the TTRP time has elapsed (Not Resolved on Time)
Option B) is easily done in your SLA Module where we can use a rule such as "IF Request.Priority=Severity 1 THEN" [...]
Although this is true, the "Criteria" Options do not provide the "STATUS" field as an option. Having the status as a criteria would allow us to have multiple SLA for a Single Request.
I don't know if there would be a workaround for this issue.
Many Thanks for reading,
--
Christian