The most recent content from our members.
We need a way for specific admins to remove an SLA breach that is associated with a ticket. We use default assignees (individuals) for many of our service forms because we are a small company with clearly defined roles in IT. Therefore, we don't want to reassign forms that come while someone is OOO. Either we need a…
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.
Case#01358624 - When an incident has been assigned to multiple groups (historically), the SLA reports show that the SLA was breached by the assignee/group during the time of the breach. It is greatly affecting our SLA metrics each month; the SLA breach assignee needs to be assigned to the right group.
It's possible to set notifications currently to go to Incident Assignee's Managers etc, but not possible to choose any other option. It would be good to be able to set the Queue Owner as an option for those SLA breach notifications too.
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…
As it stands now, the SLA Breaches Percentage Over Time shows cumulative data for the incidents that had an SLA breach. It is very necessary for our organization to have a report that would only show the daily percentages of breached tickets where it doesn't carry the breaches accumulated from the previous days.
I've learned that Service Desk can't handle a Helpdesk team that has multiple shifts. We used to only have one shift from 08:00-17:00. Now we have a later shift that works from 10:00-19:00. Our SLAs are set to kick in on certain states AND during business hours. So here's my example. My late shift agent leaves a comment…
Within the SLA settings, the Set Timer Indication Threshold should also have the option to send email notifications, not only send notifications once the ticket breaches. Agents or their manager should be notified prior to the ticket breaching. As we all know, sometimes time just gets away from us or we get pulled in…
We have multiple teams in the SWSD so only having 1 configuration available for the Lab > Slack integration leaves us unsatisfied. There is also no way to customize the current integration to scope it to specific Category or Priority. What we would be looking for is something like: Slack Integration 1 Type: Issue (All)…
Trying to use SWSD to streamline workflows for different departments. Can't give every manager administrative control just so they can receive an SLA notification. a permission that can be added specifically for SLA notifications for roles.
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