The most recent content from our members.
It would be nice to assign priorities to SLAs. Right now I'm trying to create 2 SLAs: * For Incidents, must assign within 30 minutes * For Incidents from Voicemail (A specific user / domain), must assign within 90 minutes* We have voicemail to email setup, so emails to the helpdesk from that system are voicemail tickets As…
Right now, business hours are set at the top level of the account. But in some cases, different departments (service providers) may have different business hours. This may affect things like SLAs, since they are often based on business hours.
Add SLA reporting from the reporting menu to allow to create reports based on the how a team is performing compared to each priority of incident raised. e.g. P1, P2, P3, P4 - individual response and resolution times
Currently, we can set an SLA to have a breach when there is no public comment on the ticket for x amount of time. However, it does not reset, so it only works for the initial ticket setup. There needs to be a way for us to view stale tickets.
I have a broad spectrum Automation Rule which runs anytime someone submits a Catalog item. I have an SLA which I need to run for a specific Category, after a specific length of time, and preform a specific task. The SLA doesn't run. On consultation with your support team I found out the reason the SLA doesn't run is…
Hi, We would like to see SLAs based on Agent-based groups/queues rather than category or site implemented. What we are looking for is the ability to define scope by group instead of the existing definitions. This would allow us to have say our "Server Team" and all agents in that group have their escalations go to the…
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