New Suggested 8/10/2021
5
votesNew standard report for SLA conformance measurement
We would like to measure SLA on response (time from ticket logged to ticket assigned) and resolution (ticket from ticket logged to ticket resolved) according to time allocated to SLA level.
Michael Milnes
8/10/2021 12:27 PM
I agree. We are using SLA's for ISO 9001 requirements, and right now it's extremely tedious to do it by hand. Would be great if there was a way to create an SLA section where we assign deadline for a ticket based on Priority. Also allow us to add levels of priorities, understanding that the base levels are driven by email priority.
mo
8/10/2021 2:04 PM
We have created a custom field "SLA Level" with automation rule to set due date based on SLA duration as we have 5 X SLA's compared to the 4 default priorities on the platform.
Michael Milnes
8/10/2021 2:29 PM
Would you mind sharing that solution? You can send an email to mm@radwell.com.
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