I've searched everywhere but I'm surprised no one has implemented an SLA due date on tickets based on the impact and priority of the ticket.

What I am trying to achieve is the due date to be automatically created with the ticket. Then updated based on two fields - impact and priority. If either field is changed the due date should be updated also.

Can I create one rule based on a matrix of target resolution times? Or do I have to create rules for each impact/priority scenario?

Any help appreciated.
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You could definitely do this with custom helpdesk rules.

What happens if the ticket already has a due date?

Would that get pushed back?
Answered 12/09/2011 by: dchristian
Red Belt

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From an implementation perspective it would be easiest if you could separate the logic into a matrix of exclusive events. If you have 12 items in your matrix then you would have 12 slightly different rules. Since they all fire on a different combination of events they call all have a frequency of "on ticket save" and the same order. It's easier because you could use the wizard -- just put in a specific date as an example and then sub in a function for a relative date.

You could combine all the conditions into one rule, but it could be harder to write up and arguably just as hard to modify if there was a change in the permutations. The only reason it would be better is for performance but this would be very slightly for the majority of helpdesks out there.

here's an example of starting with the matrix combined into one rule. I'm just focusing on the update here. Note the way I'm setting a relative date -- which you'll use whichever method you go with.
update HD_TICKET T JOIN HD_PRIORITY P ON P.ID=T.HD_PRIORITY_ID
JOIN HD_IMPACT I ON I.ID=T.HD_IMPACT_ID
set
DUE_DATE= case when P.NAME='High' and I.NAME = 'multiple people cannot work' then CURDATE()
else DATE_ADD(CURDATE(), INTERVAL 7 DAY)
WHERE T.ID =<TICKET_IDS>
Answered 12/11/2011 by: GillySpy
Seventh Degree Black Belt

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Thanks for the help Gerald. OK, I've got this working now but I'd like to enhance it further.

I hid the built-in DUE_DATE field and used the CUSTOM_1 field as a new Due Date column. This allows me to update the "due date" based on the timestamp the ticket was created. Like this:

update HD_TICKET
set HD_TICKET.CUSTOM_FIELD_VALUE0 = DATE_ADD(HD_TICKET.CREATED, INTERVAL 4 HOUR)
where
(HD_TICKET.ID in (<TICKET_IDS>))


Now the above works fine, but when a ticket is created at 15:00, the due date for the above would be same-day at 19:00. Our helpdesk operates between 08:00 and 17:00, Monday to Friday.

Is it easy to make this scenario work, eg. The due date is 10:00 the next day, unless on weekend, then Monday?
Answered 12/12/2011 by: vlapsley
Senior Yellow Belt

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Did anyone ever find a workaround to the problem below? We would like to use this as well but our hours of operation are only 8am - 5pm.

Thanks!

ORIGINAL: vlapsley

Thanks for the help Gerald. OK, I've got this working now but I'd like to enhance it further.

I hid the built-in DUE_DATE field and used the CUSTOM_1 field as a new Due Date column. This allows me to update the "due date" based on the timestamp the ticket was created. Like this:

update HD_TICKET
set HD_TICKET.CUSTOM_FIELD_VALUE0 = DATE_ADD(HD_TICKET.CREATED, INTERVAL 4 HOUR)
where
(HD_TICKET.ID in (<TICKET_IDS>))


Now the above works fine, but when a ticket is created at 15:00, the due date for the above would be same-day at 19:00. Our helpdesk operates between 08:00 and 17:00, Monday to Friday.

Is it easy to make this scenario work, eg. The due date is 10:00 the next day, unless on weekend, then Monday?


Answered 01/11/2012 by: bryanpittman
Senior Yellow Belt

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