Suggestions on how to customize SLA and/or Escalation to meet our need?
Hello,
I have been doing some experimenting on a test queue in the K1000 service desk in the hope that I can find the combination of settings and rules that could do what we want. So far I have not managed it.
Here is the desired scenario:
A ticket is submitted to the queue and is assigned a priority (low, medium, high, immediate); each of which have a pre-defined response time. If the ticket get to the end of the time the K1000 not only sends an email notification but upgrades the priority (ie. after 6 hours a medium priorty ticket becomes a high priority ticket and the counter is reset). We want the counter to only increment during business hours (paused in evening, weekends and holidays). Also if the ticket is put into one of the 'stalled' states (waiting on customer) the timer is paused.
The two pieces that seem not to be part of the canned SLA or escalation functionality are the pausing on a stalled status and the changing priorities (but I could be wrong on that).
Cheers
I have been doing some experimenting on a test queue in the K1000 service desk in the hope that I can find the combination of settings and rules that could do what we want. So far I have not managed it.
Here is the desired scenario:
A ticket is submitted to the queue and is assigned a priority (low, medium, high, immediate); each of which have a pre-defined response time. If the ticket get to the end of the time the K1000 not only sends an email notification but upgrades the priority (ie. after 6 hours a medium priorty ticket becomes a high priority ticket and the counter is reset). We want the counter to only increment during business hours (paused in evening, weekends and holidays). Also if the ticket is put into one of the 'stalled' states (waiting on customer) the timer is paused.
The two pieces that seem not to be part of the canned SLA or escalation functionality are the pausing on a stalled status and the changing priorities (but I could be wrong on that).
Cheers
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Posted by:
Hobbsy
8 years ago
OK , so the bad news is, from our experience the out of the box SLA function will not help you with your requirements.
To carry out ticket management in this way what you are missing is a running counter from which your ticket rules are run, this is something that we used to implement for customers before 6.3 and we may be able to share with you.
Put simply we had a time elapsed clock and a time on hold clock, using ticket rules to not run out of working hours.
This would mean that you would be able to create ticket rules to escalate or increase the priority and also to inform the analysts that SLA has been breached.
If you wanted to use the in built mechanisms, I would suggest that you maybe use a flag escalation field for SLA as you would then be able to change the value of the flag field based on a calculation from the Due date, which is set using working time and hours.
Either way, if you need assistance please feel free to reach out and we can set up a call to discuss
I thunk that the solution is not so easy but I believe it can be achieve using a custom ticket rule.
The idea is to run the rule at regular intervals but embed in the SQL that if if the current time is not in a certain range then...will not run.
I know that is not a piece of cake...but I believe it can be done.
Regards,
Marco - StockTrader - StockTrader 8 years ago