difference between response and resolution sla

Harish LS · ‎03-20-2018

Hey Team,

can anyone explain the exact difference between newly introduced field target in SLA after Jakarta. Which contains Response and Resolution???

Thanks in advance.

Harish

Upender Kumar · ‎03-20-2018

Hi,

Response SLA means that end user has created a ticket he is supposed to be in formed that to whom his request has been assigned. Like for any incident created end user to informed within 3o mints or 1 hour that his ticket has been assigned to someone.

After a ticket has been assigned to a user now resolution time for that tickets starts and ends when user resolved/closed the incident.

Resolution SLA cloud be retroactive means time will be taken from the time incident created.

Hope I have explained well.

Thanks

Please Hit ✅Correct, ⭐️Helpful depending on the impact of the response

Mike Patel · ‎03-20-2018

Response SLA is kicked off when ticket is created. Resolution is kicked off when ticket is assign to technician and it will not complete until ticket is closed.

rammohanraomadd · ‎03-20-2018

Hi,

Seems there is no much difference but to differentiate the type of SLA whether it is "Response" or "Resolution".

Regards,

Ram M.

Report Inappropriate Content · ‎03-20-2018

Hey Harish,

Response SLA is calculated from the time the incident is created and assigned to a group till it is assigned to someone from the group. It is the time taken to acknowledge the ticket.

The condition should say that assigned is empty in start condition and assigned to is not empty in end condition.

Resolution SLA is calculated from the time the incident is created till the time the incident is resolved.

Hope you got your answer

Also refer the below link

https://www.bostonhelpdesk.com/response-time-vs-resolution-time-understanding-your-sla/

Thanks