Hello,
We are trying to design a common SLA whereby we intend to develop a
mechanism to reduce the total no. of SLA's in the system.
Here the system has to be intelligent enough to guess at the time the ticket
is created, that how much time this
combination of certain fields has to take before being escalated.
For this a mapping form has to be created where an admin stores the data of
escalation hours vs other fields on helpdesk form.
The fields are:
Category, Type, Item, Group, Case Type, Support priority.
For a particular service this combination has to be unique.
When the ticket is created a filter will match the fields in mapping form to
get a value of escalation time(goa hours).
Also we need to create SLA's where T&C of SLA will contain only the
escalation time and no other filed.
So the no. of SLA's will reduce.
So now the problem is:
In the SLA flow at present:
if an SLA condition is:
('Category' = "XYZ" and 'Support priority' = "Minor")
The sla goal hours is 8 hours.
Another SLA condition says:
('Category' = "XYZ" and 'Support priority' = "Serious")
The sla goal hours is say 10 hours.
If one SLA gets attached to the ticket, the current time gets stamped in the
'parent start time field' in sla:measurement form.
If we change the priority of the ticket another SLA gets attached but the
'parent start time' remains the same as the initial time.
But if we change the group or category and another SLA gets attached then
'parent start time' in sla:measurement form is the current time.
But in the new SLA that I'm trying to create:
Every time a new SLA gets attached the time stamped in 'parent start time'
field in sla:measurement form is the current time.
Could you please tell me how can I achieve the previous scenario.
Thanks and regards
Sucharita
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