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Is there no way to get escalations or SLAs based on Due Date for Service Requests?

It seems to me that a due date is being entered because that is the date something is due. Whether that's the start date of a new employee, or a request needing to happen prior to a conference or meeting date. As a result, that's a pretty important date, but I can't see any way to escalate if a service request is not completed by that date?  Is there anything I'm missing in SLA or Automations that would accomplish this behavior?

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  • Hello! 

    Thank you for your feedback! Today this is not available, and the due date is strictly for informative purposes. I have submitted this request to our product team on your behalf.

    Some customers will handle this situation leveraging SLAs. Specifically the time to resolution. Based on the type of request, you can set the criteria for when you expect a ticket to be completed. If a service request doesn't meet the timing you specify, then you can escalate to another group, bump the priority, etc! 

    I hope that helps!

  • Someone liked my comment today, so I thought I'd pass on that SLAs aren't adequate unless I can base the SLA on the important date.

    If a new employee is onboarding in a month, then the date that really matters is not when the ticket was suibmitted, but the date the user is going to start.

    Further, I'm super-frustrated with SLAs because we have service requests that get stuck in approval, and there's no good way for an SLA to pick that up, and then to automatically email the folks who have the approval task.  It requires an agent to manually go resend the approval email or otherwise manually do something with a ticket.

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  • Someone liked my comment today, so I thought I'd pass on that SLAs aren't adequate unless I can base the SLA on the important date.

    If a new employee is onboarding in a month, then the date that really matters is not when the ticket was suibmitted, but the date the user is going to start.

    Further, I'm super-frustrated with SLAs because we have service requests that get stuck in approval, and there's no good way for an SLA to pick that up, and then to automatically email the folks who have the approval task.  It requires an agent to manually go resend the approval email or otherwise manually do something with a ticket.

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