We have a new vendor that will start supporting our data center. We have a support group created for them. Say DataCenter Operations. They want to have 3 SLA targets created for their group to measure their work.
Once the ticket is assigned to their group, 1. They will have 5 min to acknowledge it.(i.e., setting the ticket to Work In Progress) 2. Another 5min to decide if they can resolve it ot not, ie., they have to assign it to a different group if they cannot resolve. If they change the assignee group after 10min since they receive the ticket means they breached this SLA. 3. If they keep the ticket with them then they have 30 min resolve the ticket. I know how to create service targets for 1,3 they are OOTB Incident Respose and Incident Resolution SLAs. Can anyone assist on how to achieve item 2? _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
