You will need to have 2 things 1. Business time for each location and 2 a filter that will set the proper business time on the ticket prior to the SLA being computed. This worked for me on a 6.0 Helpdesk and SLA. -----Original Message----- From: [EMAIL PROTECTED] To: [email protected] Sent: Fri, 18 May 2007 7:43 AM Subject: SLA related Query
** Hello List, Our requirement is that for a certain Category, the various regional and site level support groups their local working timings are respected when SLA’s are being computed. And since it is not possible to make separate SLA’s for different support groups so it is required if we could have ‘Work Timings’ defined at group level instead of the SLA. As an example we have a corporate level service which has its support groups for all the regions(all the different sites) and the group names are different based on the sites. We want the groups' local timings to be respected. Can anyone suggest the possibility the same in remedy without creating SLA's for each group individually? Thanks and regards Manish __20060125_______________________This posting was submitted with HTML in it___ ________________________________________________________________________ AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
