Community
- Command Central
- MVP Program
- Monthly Mission
- Blogs
- Groups
- Events
- Media Vault
Products
- Observability
- Network Management
- Application Management
- IT Security
- IT Service Management
- System Management
- Database Management
Content Exchange
- SolarWinds Platform
- Server & Application Monitor
- Database Performance Analyzer
- Server Configuration Monitor
- Network Performance Monitor
- Network Configuration Manager
- SQL Sentry
- Web Help Desk
Free Tools & Trials

Meeting SLAs with child tickets

Has anyone found a way to better control how child tickets count against SLAs? The problem we are running into is when a manager creates a user termination ticket, but submits it 3 days ahead of time, all the child tickets which we can't act on get counted against us. Not sure if this is more of a feature request or not but, maybe have the parent control the children in this way?

Looking for thoughts / suggestions

Find more posts tagged with

sla

child tickets

web help desk

Accepted answers

kellytice

The only thing i can think of here is that if you have a Termination Task , that task can have multiple steps with each one going to whatever team needs to do that specific work.

A given step in that Task can have a setting that says "don't generate the next Task Element until the status of this one is in X status" (typically "Closed" is the option chosen for X)

So, you could have Task Element #1 in that Task be (essentially) a dummy ticket that gets assigned to the IT team perhaps that could have a subject telling IT to close this ticket when they are ready to process the termination. Then, the rest of the Task Elements would be created since Task element 1 was closed.

Kind of kludge-y but could potentially work. The hardest part (from the Tech perspective) would be knowing/remembering to close that ticket on the 3rd day.

All comments

cjohnsonuk

can you put a "start date" in as a custom field (or a "don't action before" date) and then use this in any SLA calculation?

kellytice

The only thing i can think of here is that if you have a Termination Task , that task can have multiple steps with each one going to whatever team needs to do that specific work.

A given step in that Task can have a setting that says "don't generate the next Task Element until the status of this one is in X status" (typically "Closed" is the option chosen for X)

Kind of kludge-y but could potentially work. The hardest part (from the Tech perspective) would be knowing/remembering to close that ticket on the 3rd day.

tylerm

This is a good suggestion! I'll see if I can organize the tasks to be sequential. That way, at least one of us can claim just the one the ticket and note it as pending.

kellytice

You could certainly put in a custom field for Start Date, but the info stored in the custom field would not be able to be used for SLA.