difference between response and resolution sla

[Harish LS]

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

[Deepshikha 3010]

Hii,

"Response time" is defined as the amount of time between when the user first creates an incident and when a IT person actually assigned to that particular ticket.

"Resolution time" is defined as the amount of time between when the client first creates an incident and when that incident is actually solved. So, in Servicenow SLA module nothing has defined as a Response SLA or a Resolution SLA.

What you have to do is just change the Stop Condition of the SLA so that it can work as Response SLA or Resolution SLA.

Regards,

Deepshikha Pandey

[Ashok_Akurati]

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

[Rehan1]

we can create two SLA response SLAs and resolution SLAs once the action is given to an incident record then the response SLA has been met once the ticket has been resolved then the resolution SLA has been met. this is the difference between the response SLA and resolution SLA. so the resolution is basically for a ticket resolution and response for how soon the response is required to a particular incident record.